Call Centre Supervisor

2 weeks ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Find Talent Sdn Bhd Full time

As a Call Centre Supervisor, your primary responsibility will be to lead and motivate a team of customer service agents to ensure operational excellence and meet performance goals. You will create a positive, collaborative team environment, promoting open communication among team members. Your role will involve providing hands-on support, coaching, and feedback to improve team performance, while ensuring adherence to standard operating procedures. By actively engaging in daily operations, you will help establish a culture of accountability and continuous improvement, delivering exceptional service to our clients.

**Key Responsibilities**:

- **Team Leadership**:

- Oversee and support a team of customer service agents by managing shift schedules, monitoring performance, and conducting regular team meetings.
- Offer guidance and constructive feedback to team members to help improve their skills and performance.
- Address and resolve escalated customer issues and complex inquiries promptly and effectively.
- **Performance & Quality Monitoring**:

- Track and analyze key performance indicators (KPIs), such as attendance and productivity, to assess team performance and identify areas for improvement.
- Conduct performance evaluations and establish development goals for team members.
- Ensure compliance with established SOPs and quality standards to maintain high customer satisfaction levels.
- Review call recordings and customer interactions to provide feedback and identify areas for training.
- **Issue Resolution**:

- Manage escalated customer inquiries and complaints, ensuring they are resolved promptly and to the customer’s satisfaction.
- Assist team members with complex issues and offer coaching on best practices for resolution.
- **Proactive Improvement**:

- Actively propose strategies and improvement plans to management to enhance team performance and service quality.
- **Additional Duties**:

- Perform any other tasks or responsibilities assigned by management that are related to the successful operation, maintenance, and continuous improvement of the call centre.

**Job Requirements**:

- Educational Background: Possess at least Bachelor degree and above, in any field.
- Experience: Minimum of 3 years of working experience in a call center or BPO environment, with prior experience in a supervisory or team leader role.
- Language: Proficient in Korean (Native/ Near Native with TOPIK 5 or TOPIK 6), English (C1)
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and tools.
- Ability to analyse data and derive actionable insights.
- Problem-solving and conflict resolution skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.

Pay: RM12,000.00 - RM15,000.00 per month

Schedule:

- Night shift

**Language**:

- Business/Native level Korean (at least TOPIK 5 or above) (preferred)

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