Sr Supervisor Global Contact Center

Seagate Technology; Kulai; On-site; MYR 75,000 - 95,000; Full time

Job summary

A leading global technology company located in Johor Bahru is seeking a BPO Supervisor to manage operations across multiple sites. The ideal candidate will have over 5 years of experience in a supervisory role within a BPO environment. Responsibilities include ensuring compliance, managing escalations, and collaborating with teams for improvement. Proficiency in both Chinese and English is required. Join us to contribute to a vibrant and innovative workspace that encourages active living and community service.

Benefits

Healthy cafeteria options

Sports and cultural activities

Community volunteer activities

Qualifications

• 5+ years of supervisory experience in a BPO environment.
• Strong understanding of BPO operations and customer service.
• Written and verbal proficiency in Chinese and English.

Responsibilities

• Manage and supervise BPO operations across multiple sites.
• Ensure compliance with company policies and procedures.
• Address and resolve customer escalations effectively.

Skills

Analytical skills

Problem-solving

Time management

Organizational skills

Education

Bachelor’s degree in business administration or related field

Job description

About our group:

The Global Contact Center group is responsible for creating an exceptional customer support experience with our Seagate and LaCie products through WeChat. As part of this mission, we strive to ensure consumers can easily find the information they need to quickly resolve product issues. This means providing customer support in the places where consumers visit most, including apps, digital and social media platforms, and our own Seagate and LaCie support sites.

About the role - you will:

• Manage and supervise BPO operations across multiple sites in China.
• Ensure compliance with company policies and procedures.
• Oversee the handling of RMAs, ensuring timely and accurate processing.
• Address and resolve customer escalations effectively and efficiently.
• Collaborate with cross-functional teams to improve operational processes.
• Monitor performance metrics and implement strategies for continuous improvement.
• Provide training and development opportunities for team members.
• Prepare and present reports on operational performance to senior management.

About you:

• Analytical – You have a strong analytical background and are skilled at synthesizing large amounts of data and analysis.
• Deadline Oriented – able to work effectively under narrow time limitations to produce accurate results.
• You are goal oriented, results-focused and a high achiever with an optimistic, “can-do” attitude.
• You display effective time management and organizational skills and utilize available resources.

Your experience includes:

• Minimum of 5 years of experience in a supervisory role within a BPO environment.
• Strong understanding of BPO operations and customer service principles.
• Excellent problem-solving and decision-making skills.
• Ability to work independently and as part of a team.
• Written and verbal proficiency in Chinese and English is required.
• Bachelor’s degree in business administration, Management, or a related field.

Location:

Located in Johor Bahru’s technology park, our office is one of the largest electronics component manufacturers in Johor. On site, we encourage employees to lead active and healthy lives. The facility provides a cafeteria offering healthier menu options. Employees have fun and build strong relationships by participating in many sports, recreation and cultural activities like badminton, soccer and chess tournaments. We’re also proud to give back to the greater Johor community through many STEM volunteer activities.

About Us

With more than four decades of storage innovation, Seagate empowers humanity to thrive in the data age and helps people and businesses navigate the ever-expanding data landscape.

We craft precision-engineered, cutting-edge solutions that help the world store and manage exponential data growth.

Seagate is powered by our talented and passionate workforce of 29,000 employees across the globe who embody our core values: integrity, innovation, and inclusion. Striving towards excellence every single day, we show up with these values for our customers, business partners, shareholders, and communities alike.

Join us and get inspired to make a difference in the datasphere!

Seagate is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, national origin, citizenship status, physical or mental disability, genetic information, marital status, sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, sexual orientation, religion, military and veteran status, or other status protected by applicable law. We will consider for employment qualified applicants with arrest and conviction records. EEO Know Your Rights Poster

Seagate will provide reasonable accommodation with the application process upon request as required to comply with applicable laws. If you need assistance or accommodation due to a disability, you may contact us at [e-mail].

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