Job Description

• Overseeing customer service team to ensure all KPIs are met
• Ensure the team adheres to the SOPs and to deliver high quality services to our clients
• Monitor the Service level Agreement (SLA) as agreed by our Client, and to report any issues that arise on the floor effectively and efficiently
• Continuously monitor agents’ performances, and to provide consistent and regular feedback to them
• Responsible to generate hourly report, and to take action appropriately to maintain SLA
• Always ready and proactive in suggesting any improvement plans to the management
• To monitor agents attendance and to ensure the team strictly adheres to call centre guidelines
  
  

Job Requirements

• Candidate must possess at least Professional Certificate, Diploma/ Advanced/Higher/ Graduate Diploma, Bachelor’s Degree/Post Graduate Diploma/Professional Degree in any field.
• At least 2 Year (s) of working experience in call centre or BPO environment
• Candidates with supervisory skills or experience in team leader are encourage to apply
• Must have proficiency in Microsoft products, especially Excel and Powerpoint
• Excellent communication in English and Bahasa Malaysia and Mandarin – written and verbal
• Required Skill(s): leadership, call centre management, time management, excel, reporting skills
• With basic technical, software and hardware background will be any added advantage
• Preference will be given to those who can commence work on short notice. 
• Must be ready 24/7 shifting operation

Company Benefits

Additional Info