Operation Supervisor

1 day ago

Bukit Bintang, Malaysia Reeracoen Malaysia Full time

**Overview**:
**Salary**:
9,500 MYR ~ 13,040 MYR**Industry**:
Call Center- Position Summary:
- Overall Responsibilities:
- Oversee and supervise a team of agents.
- Attend required training session for new information and training updates.
- Acquire and transfer to the team the knowledge of all tools and associated workflow processes
- Assist in developing and streamlining procedures
- Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
- Provide quality service to both internal and external customers - on and off-line.
- Assist agents with customer interaction on situations requiring special handling - take customer calls.
- Ensure open flow of communication between agents, supervisors and management.
- Ensure uniform understanding and adherence to policies, procedures and company programs.
- Supervise and monitor agent attendance, performance and productivity
- Prepare and ensure accuracy of reports.
- Ensure agents are continuously kept abreast of operational changes.
- Conduct employee briefings and meetings.
- Assure service level standards are met.
- Monitor system performance and initiate actions to correct system problems.
- Conduct agent observation and provide feedback.
- Assist in the development and tracking of employee incentive programs.
- Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
- Perform other duties as assigned.

**Qualifications**:
**Requirement**:
[ MUST ]
・Japanese - JLPT N1 (or equivalent level)
・English - CFER B2 (or equivalent level)
・Possess over 3 years of customer service experience
・Basic familiarity with PCs, including MS Windows Operating System and the Internet

[ ADVANTAGE ]
・Possess team management experience
・Understand basic marketing strategy of an online advertising program
・Previous SEO/SEM experience will be considered a plus
・Knowledge in AdWords, Google Analytics or Bing Certified is a plus**English Level**:
**Other Language**:
English, Japanese

**Additional Information**:
**Benefit**:

- Salary Package

・Basic Salary = RM4~6.5k
- ・Language Allowance = RM5.5k-
- TOTAL SALARY (MAX, 16%) = (6,500 + 16%) + 5,500 = RM 13,040
- TOTAL SALARY (AVERAGE, 12%) = (6,500 + 12%) + 5,500 ＝ RM 12,780
- Flex benefit - RM3,000 per annum (Pro-rated for new hire) - Including medical, dental, optical, mobile fee, flight ticket, IT gadgets, Dependent pass fee and more.
- Team Building Fund = RM 50 / head count / month
- OT Pay = RM 40 / hour
- Annual leave - 15 days per year (Pro-rated for new hire)
- Sick leave - 15 days per year
- Birthday leave - 1 day (To utilize during birthday month only)
- Parental/Child care leave - 3 days per year (Applicable for confirmed employee only)
- 3 types of insurance - Group Hospitalization and Surgical (Covered for employee & dependent - inclusive coverage for Covid-19); Personal Accident Insurance; Term Life Insurance**Working Hour**:
0800 ~ 1700**Holiday**:
Monday to Friday (5 working days/week)
0800 ~ 1700 (9 hours / day)
**1 hr lunch break + 30 mins break**Job Function**:

- Custmer support/service

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