Job Description

Company : Chubb Malaysia Sdn Bhd Maintains and improves 24/7 call center operations by monitoring performance identifying and resolving problems preparing and completing audits and analyses recommend process improvement. Maintains professional and technical knowledge by tracking emerging trends in call center and Central Station operations management presenting training sessions participating in daily, weekly, and monthly conference calls and meetings. Reviews client reporting daily and addresses operational and staffing issues to meet client needs. Trains, coaches and develops Customer Support Specialists to ensure they have the knowledge and skills to perform their job in accordance with company and client event processing documents. Responsible for actively listening to and evaluating Customer Support Specialists calls, and providing feedback to maintain and/or improve performance. Oversees proper execution of escalated issues that may require voice commands, client contact, or police, fire and medical dispatch response acts as a liaison with various law enforcement agencies and assists them as necessary. Completes and delivers all performance documentation and records in a timely manner, to include performance appraisals and evaluations . Actively participate and/or lead team meetings and daily huddles as considered necessary. Follows all departmental and company policies, procedures, and standards. Performs other duties as assigned based on company needs.

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