Job Description

Location:Petaling Jaya (46100) -Salary:CompetitiveType:PermanentMain Industry:Other Industries & Skills:Information Technology, Management & Executive, ManufacturingAdvertiser:Job ID:131239774Posted On:17 October 2024Primary Responsibilities:style="margin-bottom:11.0px"-
-Supervise a team of customer service agents, ensuring they meet performance targets, including customer satisfaction, call handling time, and resolution rates.
-Monitor real-time performance metrics and provide immediate support and guidance to team members.
-Conduct regular coaching and feedback sessions to help team members develop their skills and improve performance.
-Handle escalated customer issues and ensure prompt and satisfactory resolution.
-Create shift schedules, ensuring adequate coverage to meet customer demand.
-Collaborate with the Quality Assurance (QA) and Training teams to identify training needs and performance improvement areas.
-Foster a positive team environment by promoting open communication, team collaboration, and employee engagement.
-Lead team meetings to share updates, best practices, and address any issues or concerns.
-Track and report team performance metrics to management, offering insights and recommendations for improvement.
-Stay updated on company products, services, policies, and procedures to provide accurate information to agents.
-Assist in hiring and onboarding new team members as needed.
-Ensure compliance with company standards, policies, and procedures across the team

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