Operations Supervisor - Mandarin- KL (Social Media)

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

Job summary

A prominent customer service provider in Kuala Lumpur is seeking a Team Supervisor to lead a dynamic review team. You will manage performance, facilitate training, and enhance team collaboration. Ideal candidates will have strong leadership skills, expertise in data analysis, and effective communication capabilities. This role offers opportunities for professional growth in a vibrant work environment.

Qualifications

• Possess excellent team leadership skills and effectively manage the review team.
• Proficient in data analysis skills to identify problems and trends.
• Good cross-departmental communication and collaboration skills.

Responsibilities

• Oversee and supervise a team of agents.
• Attend required training sessions for updates.
• Ensure open flow of communication between agents, supervisors, and management.
• Monitor agent attendance, performance, and productivity.
• Conduct employee briefings and meetings.

Skills

Team Management

Data Analysis

Communication and Collaboration

Job description

Qualifications

• 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.

Responsibilities

• 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.