- Kuala Lumpur Federal Territory Malaysia
Full Time Social Media Project - Operations Supervisor - English Speaking Jobs, in Teleperformance Federal Territory - Maukerja
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Job Description
Responsibilities
Qualifications:
Job Requirements:
- Diploma or Bachelor’s Degree holder is preferable.
- Possess minimum 2 year team lead/supervisory working experience in BPO/Call Center. An assertive, well-organized self-starter with demonstrated supervisory experience in managing operations.
- A detail-oriented person with excellent written and verbal communication skills in English language.
- Must know how to use excel file for reporting.
- Demonstrate behaviors that support high quality standards.
- Recognize trends and escalate information as appropriate.
- Proven track record of success to motive agents and exceed performance metrics.
- Present information effectively and persuasively across various communication channels.
- Problem solving to gather and analyze information and uses it to develop effective solutions.
- Tolerate stressful situations well.
- Able to work on 24/7 rotational shift.
Job Responsibilities:
- Oversee and supervise a team of agents, monitor agent attendance, performance and productivity.
- Ensure agents are continuously kept abreast of operational changes.
- Conduct agent observation and provide feedback.
- Ensure uniform understanding and adherence to policies, procedures and company programs.
- Assist in developing and streamlining procedures.
- Coach, motivate, reward, counsel and assist with disciplinary actions as necessary.
- Provide quality service to both internal and external customers – on and off-line.
- Assist agents with customer interaction on situations requiring special handling.
- Ensure open flow of communication between agents, supervisors and management.
- Prepare and ensure accuracy of reports.
- Assure service level standards are met.
- Perform other duties as assigned.
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