Job ResponsibilityOperation Management
- Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
- Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
- Promotes a supportive environment in which employees are encouraged to solve problems an address customer issues.
- Performs the work during periods with high call volume.
Human Resource Management
- Provides on-the-job training and mentoring.
- Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
- Monitors and documents team members' performance results.
- Ensures that all team members have the necessary tools and information to excel in customer service.
- Identifies team and individual training needs and develops plans for immediate and long-term performance improvements.
- Coordinates with training and quality assurance teams to identify systemic quality-improvement opportunities
Productivity Improvements
- Takes part in special project activities and support teams by providing ad-hoc information and reports.
- Chairs team meetings and updates team members on progress of special project activities.
Job Requirements- At least a recognized Degree.
- At least 2 years of supervisor and team management experience, preferably in a Contact Centre environment.
- Knowledge of banking and/or credit cards products and services
- Ability to clearly understand customers' needs and provide appropriate solutions accordingly.
- Resourceful and able to make decisions to resolve various issues.
- Ability to work in a fast-paced, team-oriented environment.
Job Benifits- EPF
- SOCSO
- EIS
- 5 working days.
- Shift allowance.
- Overtime allowance.
