Contact Center Team Manager (Cantonese & Mandarin)

• 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