Operations Supervisor

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Teleperformance Full time 60,000 - 80,000 per year


Qualifications


• Team Management: Possess excellent team leadership skills, be able to effectively manage, train, and motivate the review team, allocate tasks reasonably, and improve the overall performance of the team.


• Data Analysis: Be proficient in data analysis skills, be able to identify problems and trends in the review business through data, and provide a basis for optimizing operation strategies. For example, adjust the review process and personnel allocation based on data such as review timeliness and violation rate.

• Communication and Collaboration: Have good cross-departmental communication and collaboration skills, and work closely with technology, product, and legal departments to jointly promote the construction of the platform's content ecosystem and business development.

• Able to converse in Mandarin and English. 



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

• 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.


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