Job Description

• 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.
• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
• Performs the work of CSO during periods with high call volume.
• 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\xe2\x80\x99 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

Requirement

• At least a recognized Degree.
• At least 2 years of supervisor and team management experience, preferably in a Contact Centre environment.
• Ability to clearly understand customers\xe2\x80\x99 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.
• Ability to work on a 7 day shift with staggered hours/ rotational shift including weekends and Public Holidays

Job Type: Full-time Salary: RM3,800.00 - RM6,000.00 per month Benefits:

• Dental insurance
• Meal allowance
• Opportunities for promotion

Schedule:

• Rotational shift

Supplemental pay types:

• Yearly bonus

Application Question(s):

• notice period

Experience:

• team lead: 2 years (Required)