Home Solutions- Temporary Operations Supervisor

Expressinternationalinc; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics company is seeking an Operations Supervisor in George Town, Malaysia. The role involves overseeing the daily activities of customer service associates, managing escalations, and conducting performance reviews. Ideal candidates will have strong customer service skills, at least 2 years of experience in the field, and ability to effectively manage a team. Join us for a dynamic work environment where leadership and customer satisfaction are paramount.

Qualifications

• Demonstrated leadership abilities with prior supervisory experience preferred.
• Proven experience as a customer service representative with at least 2 years in the field.

Responsibilities

• Supervise a team of at least 10 customer service associates.
• Assist with training exercises as needed.
• Manage and resolve escalations from the team.
• Conduct performance scorecard reviews and coach team members.
• Ensure accurate timekeeping of attendance.

Skills

Strong customer service skills

Excellent verbal and written communication

Strong problem-solving skills

Time management

Ability to multi-task

Job description

NATURE AND SCOPE OF JOB

The Operations Supervisor is responsible for overseeing the day‑to‑day activities of the customer service associates (CSAs).

This requires a hands‑on leader who manages the teams, monitors the processes, and ensures that all operations align with the CRST’s goals and standards.

DESCRIPTION OF DUTIES

• Supervision of at least 10 CSAs.
• Assisting with training exercises as needed.
• Managing and resolving escalations from the team.
• Handling all administrative tasks related to the team.
• Managing outliers and implementing performance improvement plans.
• Conducting performance scorecard reviews and coaching team members.
• Producing monthly, weekly, and daily reports for both the client and internal management.
• Ensuring accurate timekeeping of attendance and promptly notifying leadership of any issues or absences.
• Surprise, CSA's working the closing shift.

MINIMUM QUALIFICATION REQUIREMENTS

• Less than 4 attendance points (Abs and NCNS only).
• An average of 85% on Quality in the past three months.
• Achieved TPH goals consistently for the past three months.
• Demonstrated leadership abilities, with prior supervisory experience preferred.
• Proven experience as a customer service representative with at least 2 years in the field.

SUPERVISOR SKILLS

• A strong work ethic.
• Strong customer service skills.
• Excellent verbal and written communication.
• Ability to multi‑task and prioritize in a fast‑paced setting.
• Strong problem‑solving and escalation‑handling skills.
• Excellent communication and interpersonal abilities.
• Strong time‑management and task prioritization skills under pressure.
• Positive and supportive attitude towards both team members and customers.