Call Centre Supervisor - AuNZ Market

Transcosmos; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading service company in Kuala Lumpur is looking for a Call Centre Supervisor to manage daily operations, ensuring team adherence to performance standards. Candidates should possess a Bachelor's Degree and have a minimum of three years' leadership experience within a call center environment. Strong English proficiency (C1 level) and skills in communication and problem-solving are vital for this role. This position offers a competitive salary with KPI incentives and the opportunity to develop within a dynamic team.

Qualifications

• Minimum 2 years of customer service team leadership experience preferred.
• SPM graduates with relevant experience are encouraged to apply.
• At least C1 CEFR Level proficiency in English.

Responsibilities

• Supervise a team of customer service agents, guiding and motivating them.
• Monitor team performance against KPIs and provide feedback.
• Ensure adherence to SOPs to deliver high-quality service.

Skills

Excellent Communication

Strong Problem-Solving

Calm Under Pressure

Detail-Oriented

Education

Bachelor's Degree or equivalent

Tools

CRM software

Job description

Call Centre Supervisor or Team Leader - AuNZ Market

Working Days: Monday - Sunday (Rotational)

Location: Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur

Salary Details

Team Leader: MYR 4000- MYR 5000 + XXX KPI Incentives

Supervisor: MYR 5000- MYR 6000 + XXX KPI Incentives

Team Leader Job Responsibilities

A. Position Overview

As a Call Centre Agent, you will be the primary point of contact for the customers, ensuring they receive exceptional service and support. Your role will involve responding to customer inquiries across multiple channels, resolving issues and providing accurate information, all while maintaining a positive and professional demeanour.

B. Key Responsibilities

• Respond to Customer Inquiries: Provide timely and accurate responses to customer inquiries via phone, email, live chat, and other communication channels.
• Handle Complaints Professionally: Address and resolve customer complaints effectively, ensuring customer satisfaction and retention.
• Escalate Complex Issues: Identify and escalate complex or unresolved issues to appropriate departments or senior staff for further resolution.
• Maintain Accurate Records: Document customer interactions, transactions, and feedback in the CRM system, ensuring accurate and up-to-date information.
• Seek Process Improvements: Continuously look for ways to enhance service processes and contribute to improving customer service protocols.
• Meet Performance Targets: Work towards achieving individual and team performance goals, including response times, customer satisfaction scores, and other key performance indicators.

Qualifications

• Educational Background: Possess at least a Bachelor's Degree and above, in any field. SPM graduates with relevant working experience are also encouraged to apply.
• Experience: Minimum 2 year customer service team leadership experience is highly preferred. However, candidates without relevant experience but with strong willingness to learn are also encouraged to apply.
• Language Proficiency: Excellent proficiency in English for business communication. At least C1 CEFR Level.
• Skills: Excellent Communication, Strong Problem-Solving, Calm Under Pressure, Detail-Oriented.

Call Centre Supervisor Job Responsibilities

A. Position Overview

As a Call Centre Supervisor, you will oversee the daily operations of the call center, ensuring that all team members meet performance standards and deliver high-quality customer service. You will manage a team of agents, monitor key performance indicators (KPIs), and enforce compliance with company policies and procedures. Your leadership will be essential in driving team productivity, resolving issues, and fostering a results-oriented environment.

B. Key Responsibilities

• 1. Team Leadership: Supervise a team of customer service agents and team leaders, providing guidance, support, and motivation to achieve performance goals. Conduct regular team meetings to discuss performance, address concerns, and celebrate successes.
• 2. Performance Monitoring: Monitor team performance against KPIs and service level agreements (SLAs), identifying trends and areas for improvement. Conduct performance reviews and provide constructive feedback to team members to enhance their skills and productivity.
• 3. Adherence to SOPs and Quality Service: Ensure that the team adheres to established SOPs to deliver high-quality service to customers. Monitor and address any deviations from SOPs or quality standards to ensure consistent service delivery.
• 4. Service Level Agreement (SLA) Monitoring: Monitor adherence to the SLA as agreed with clients. Report any issues or discrepancies that arise on the floor efficiently and effectively.
• 5. Reporting and Documentation: Prepare and maintain reports on team performance and key metrics for management review. Document processes and ensure compliance with company policies and procedures.
• 6. Continuous Improvement: Actively participate in initiatives aimed at improving operational efficiency and service quality. Encourage team members to contribute ideas for process improvements and recognize their efforts.

C. Qualifications

• Educational Background: Bachelor’s degree, diploma or equivalent
• Experience: Minimum of 3 years’ in a leadership role with experience in call center operations and team management.
• Language Proficiency: Excellent proficiency in English for business communication. At least C1 CEFR Level.
• Skills: Strong leadership and team management skills; Excellent communication and interpersonal abilities; Proficient in customer service software and call centre tools; Strong analytical skills with the ability to interpret data and drive decision-making; Problem-solving skills and the capacity to handle customer complaints effectively; Ability to work in a fast-paced environment and adapt to changing priorities.