Team Manager

21 hours ago

Bandar Sunway, Malaysia Maxis Full time

Are you ready to get ahead in your career?
- We want to empower you to turn your ambitions into achievements.
- We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
- Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
- To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

What are you accountable for?
- Lead and manage a team of contact centre associates on day-to-day operations to achieve the unit target/goals in the area of accessibility (Service Level/Abandoned Rate) and in the area of efficiency and Quality (CSI, FCR, QA).
- Train, coach, monitor and track associate’s performance and to manage individual performance trends and provide regular performance feedback.
- Responsible for the development of associates, ensuring they have the necessary skills, knowledge and tools to perform their job which include identifying training needs and job aids required.
- Conduct timely briefing, ensure specialist is kept abreast with all latest information to facilitate call handling and provide correct info to customers and ensure there is a consistent, high-level approach to customer service across the team.
- Perform the “Floor Captain” role on a rotational basis overseeing the floor operations of the whole Fibre contact centre particularly in managing real time skill set routing and monitor Service level. Also to handle escalated calls and cases from the floor.
- To run projects on process improvements and enhancing the data competency of frontlines and customers.
- To engage regularly with business units and partners from Fibre Ops, Consumer Contact Centre, Business Contact Centre, Customer Relations Unit, Channel Support, ISD Service Desk and ensure a 2 way communication discussing on related issues and improvements.
- To maintain an environment where staffs are committed to high standards of customer service and seek to enhance this.

What do you need to have for this role?
- 4 to 6 years in people management / contact centre environment.
- With at least minimum 3 years Operation Experience in a customer service contact in a supervisory capacity.
- Good decision making & analytical skills.
- Strong communication & presentation skills.
- Strong leadership aptitude and results oriented.
- Proven track record on team performance management.

What’s next?

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

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