Contact Center Team Manager (Cantonese & Mandarin)

Michael Page
Michael Page
( Other )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail
  • Opportunity to join a leading global MNC
  • Fast paced working environment

About Our Client

  • Our client is one of the leading Travel & Technology service providers. Being an industry leader, they believe in hiring the best talent in the market. They are currently looking to hire a Customer Service Manager (Cantonese & Mandarin Speaker) to join their business to be based in Kuala Lumpur.

Job Description

  • Continuously monitor the traffic & highlight discrepancies if there is and take actions on the spot if needed to, to ensure service levels are met
  • Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
  • Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
  • Ensure the proper and effective implementation of new and existing customer service structures & procedures
  • Understand & analyze traffic reports, proactively make suggestions for improvement
  • Monitor team attendance, document infractions and implement corrective action
  • Assist with planning/organizing the proper coverage & align staffing
  • Supervise the quality assurance process and related training of staff members to ensure quality customer service.
  • Participate in recruitment activities (screening, interviewing)
  • Act as a backup of Operations Manager if needed

The Successful Applicant

  • Diploma/Degree in any related studies.
  • Prior experience in leading a team of inbound contact center.
  • Excellent Mandarin, Cantonese & English communication skills (verbal & written).
  • Able to work on 24/7 rotational shift including Public holidays & weekends.
  • Able to work if the scheduled working day is falling on Public Holiday (including CNY).
  • Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
  • Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
  • Must be able to handle multiple projects and effectively manage different timelines
  • Proven experience and knowledge in effective hiring, training, coaching and people management practices
  • Experience in managing remote teams is an advantage
  • Proficiency in Microsoft products including Word, Excel and PowerPoint
  • Talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment

What's On Offer

  • Attractive basic salary and company benefits.
  • Leadership role

Contact: Ashley Tang

Quote job ref: 4222995

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