Social Media Project - Operations Supervisor - English Speaking

Teleperformance USA; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading BPO company in Kuala Lumpur is looking for a team supervisor to manage a group of agents. The ideal candidate should have at least 2 years of supervisory experience in a similar environment, excellent communication abilities, and be able to work on a 24/7 rotational shift. Responsibilities include overseeing agent performance, ensuring adherence to policies, and providing coaching to team members.

Qualifications

• Minimum 2 years of team lead/supervisory experience in BPO/Call Center.
• Excellent written and verbal communication skills in English.
• Ability to work on 24/7 rotational shift.

Responsibilities

• Oversee and supervise a team of agents.
• Conduct agent observations and provide feedback.
• Ensure service level standards are met.

Skills

Supervisory experience

Communication skills

Problem solving

Detail-oriented

Education

Diploma or Bachelor’s Degree

Tools

Excel

Job description

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.

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.