Operations Supervisor - Mandarin- KL (Social Media)

Teleperformance USA; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global customer service leader in Kuala Lumpur is seeking a team supervisor to oversee agents, ensuring performance and adherence to standards. The ideal candidate should possess strong leadership and data analysis skills, with a focus on communication across departments. Responsibilities include team management, monitoring performance, and maintaining operational efficiency.

Qualifications

• Excellent team leadership skills to manage and motivate agents.
• Proficient in data analysis for identifying trends and optimizing operations.
• Strong communication skills for collaboration with various departments.

Responsibilities

• Oversee and supervise a team of agents.
• Ensure adherence to policies, procedures, and service level standards.
• Conduct employee briefings and meetings.

Skills

Team leadership

Data analysis

Cross-departmental communication

Job description

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• Oversee and supervise a team of agents.
• Attend required training session for new information and training updates.
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Ensure open flow of communication between agents, supervisors and management.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports.
• Ensure agents are continuously kept abreast of operational changes.
• Conduct employee briefings and meetings.
• Assure service level standards are met.
• Monitor system performance and initiate actions to correct system problems.
• Conduct agent observation and provide feedback.
• Assist in the development and tracking of employee incentive programs.
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
• Perform other duties as assigned.

• Team Management: Possess excellent team leadership skills, be able to effectively manage, train, and motivate the review team, allocate tasks reasonably, and improve the overall performance of the team.

• Data Analysis: Be proficient in data analysis skills, be able to identify problems and trends in the review business through data, and provide a basis for optimizing operation strategies. For example, adjust the review process and personnel allocation based on data such as review timeliness and violation rate.
• Communication and Collaboration: Have good cross-departmental communication and collaboration skills, and work closely with technology, product, and legal departments to jointly promote the construction of the platform's content ecosystem and business development.