Job Description

Job Scope:

Lead and manage the daily operations of the team to ensure achievement of team goals and key performance indicators (KPIs). Assign tasks and monitor team members' progress to ensure timely completion of work objectives. Monitor team performance through call quality evaluations and customer feedback, identifying issues and providing effective coaching. Motivate team members by conducting performance coaching and skills development training to improve overall team performance. Handle customer complaints and escalations promptly to ensure timely and satisfactory resolution. Organize regular team meetings to communicate company policies, process updates, and performance results. Maintain a positive team environment and promote collaboration and communication within the team. Ensure team members comply strictly with company policies and standard operating procedures (SOPs).

Requirements:

Minimum 1-3 years of experience managing teams in a call center, BPO, or ecommerce environment Experience managing ecommerce support or operations teams is preferred. Strong understanding of customer service processes and key performance indicators (KPIs) such as AHT, FCR, and CSAT. Excellent communication and team management skills, with the ability to motivate and coach team members. Strong problem-solving skills to effectively handle customer complaints and internal team issues. Highly responsible with good time management and organizational skills. Basic data analysis skills and proficiency in MS Office (Excel, Word, PowerPoint). Ability to work well under pressure and adapt to changing situations. Fluent in spoken and written Chinese, English, and Malay (preferable Mandarin Speaker)
Job Type: Full-time

Pay: RM5,000.00 - RM8,000.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person