Work in Manila

9 hours ago

Kuala Lumpur, Malaysia Kingfisher HR Solutions Group Full time

This company is a multinational online travel agency website. You will be leading a customer service team of 300. This position has the chance to grow into the person in charge of Philippines.

**Job Scope**:

- Ensure great service to customers with successful achievement of targeted KPI goals and on-time delivery.
- Develop clear and practical operation plans for the service team, incorporating KPI management policies.
- Establish and optimize standard procedures and processes, creating effective workflows and channels.
- Drive improvement projects within the service team to enhance overall performance continuously.
- Analyze reports regularly to identify issues and opportunities for improvement, ensuring accurate business reviews.
- Conduct effective meetings to discuss and address operational issues with stakeholders.
- Manage and supervise BPO teams in different locations, ensuring the clear delivery of project scope and objectives.
- Collaborate with the Workforce Management (WFM) and HR teams on workforce planning and new hire training resources.
- Design and review team budgets on a monthly basis, identifying opportunities for better cost management.
- Establish a motivational environment to maintain high team morale and drive a high level of performance.
- Provide support and guidance to service team leads, including supervising, coaching, and conducting performance reviews.
- Develop and implement employee development and retention plans.
- Collaborate with internal partners for resource allocation and coordination, ensuring sufficient support for the service team.
- Work with local partners, including Admin & IT and HR, for effective support.
- Collaborate with BPO vendors on service delivery, regular business reviews, and communication.

**Requirements**:

- Able to read and write in Mandarin (as this position is required to manage mandarin speaking desk too)
- 5 years of call center management experience
- Experience with Philippines market is advantage
- Experience with travelling industry is advantage

**Job Types**: Full-time, Permanent

**Salary**: RM15,000.00 - RM40,000.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion

Schedule:

- Fixed shift
- Holidays
- Monday to Friday
- Weekend jobs

Supplemental pay types:

- 13th month salary
- Performance bonus
- Yearly bonus

Application Question(s):

- Do you need visa to work in the Philippines?

**Language**:

- Mandarin (required)

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