Job Description

Job Title : Registration & Scheduling Supervisor
Reports To : Registration & Scheduling Manager
Department : Global Candidate Services
Location : Kuala Lumpur, Malaysia
GENERAL SUMMARY:
If you are inspired to join an industry that will challenge and reward you, keep reading. Our dynamic Operations Center is currently in search of a Registration and Scheduling - Supervisor for the Registration and Scheduling team to support an American Client. To be successful in this position, our Contact Center Supervisor must demonstrate a focus on motivating and coaching others, as well as leading by example. He/she must demonstrate a sense of urgency, responsibility, independence, confidence, self-motivation, and flexibility. He/she must be extremely detailed oriented and able to manage a team and multiple projects simultaneously. As a key attribute this position focuses on timeliness customer service, with a keen focus on keeping up to date in this ever-changing environment - the only aspect that will remain constant is "change".
DUTIES & RESPONSIBILITIES:

• Work together with the workforce management (WFM) to monitor real-time performance, including call/email/chat queues, schedule adherence, and make immediate adjustments to ensure service level attainment.
• Ensure compliance with all operational, regulatory, and client-specific policies, including data privacy, security, and process adherence.
• Analyze daily, weekly, and monthly performance data to identify trends, gaps, and opportunities for improvement.
• Prepare and deliver operational reports to senior leadership and key stakeholders, including performance summaries, action plans, and risk assessments.
• Ensure consistent documentation and updates of standard operating procedures (SOPs), training materials, and workflow guides.
• Lead a team of 20 direct reports; inspire, coach, develop, and motivate them to ensure they are providing "world class" customer service on all customer interactions, delivering on their commitments, and maximizing their potential
• Oversee the day-to-day operation of your assigned program(s) and ensure that each individual program goals, such as service level, quality, and staffing, are met and exceeded consistently
• Drive a culture of continuous improvements, new approaches, and personal excellence
• Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customer
• Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
• Work constructively with other functional areas throughout the organization, such as your peer group, quality assurance, training, and recruiting, to share ideas and leverage best practices.
• Develop and audit quality assurance strategies to ensure the delivery of "world class" service
• Available to work flexible hours as required.
• Be an ambassador for the Prometric culture - role model our values in everything you do
• Be a subject matter expert on the supported programs and area of the client's business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.

REQUIREMENTS

• 2-5 years Customer Service / Call Center experience with a minimum of 2 years in a leadership position
• Outcome oriented with a commitment to achieving personnel, department, client, and company goals
• Ability to work in an ever-changing and fast-paced environment and maintain focus on key priorities despite conflicting demands
• Impactful communication both written and verbal
• Must be able to build a highly engaged, committed and empowered workforce
• Strong understanding of call center environment and the key levers to enhance performance and achieve financial targets
• Work constructively with others to achieve shared goals
• Significant experience with developing others through coaching, actionable feedback and hands-on leadership
• Must possess great people skills, able to relate to and motivate people of diverse backgrounds and ages
• Experience with social media management and providing customer service online via chat
• Applicants should have a proven track record of performance, with no recent disciplinary issues /warnings

Skills Required