Description and Requirements
Key Responsibilities :
- Manage ANZ Operations, including ANZ Premium Care, EduCare, and ANZ Standard Support for both Consumer & Commercial (Tagalog speaking customers) market.
- Lead, supervise, and manage a team of Executive Technical Support (Tagalog speakers) & subjects to meet required performance and KPIs.
- Provide the team with clear objectives for group and individual performance, and support with regular and constructive feedback through quality audits and performance appraisals.
- Support, coach, and manage a team of 6 Technical Support Manage and around 80 Executive Technical Support agents to ensure that both operational targets (required performance and KPIs) and service levels are achieved.
- Provide ongoing coaching, training, and counseling to team members on customer management as well as products and services.
- Lead by example by displaying initiative in all areas, including adherence to schedule and good attendance records.
- Review workflow and procedures to close service gaps, ensure productivity, and accommodate new products & services.
- Maintain the Operations Quality Management System (QMS) and continuously review and update policies, processes, and forms.
- Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations.
- Work with the line manager to coordinate shift rosters for team members and ensure that agreed shifts are covered.
- Conduct regular team meetings and buzz sessions to ensure two-way communication is maintained between team members and management.
- Support the management team in creating management reports based on agreed time scales.
- Undertake any administration associated with payroll, staff annual leave / MC applications, expense claims, and amendments to staff rosters.
- Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required.
- Disseminate information received from client contact points to team members as soon as possible and ensure team members are fully briefed on the information received.
- Attend to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handling escalations through to resolution.
- Identify areas for service improvement and make recommendations to the management team.
Qualification and Experience
Bachelor's degree in information technology or related discipline.Five to Ten (5-10) years of relevant experience in customer service management, preferably in the PC or technology industryRelated working expertise in call center & / or technical support environment.Experience working in MNC environment, interacting with regional counterparts.Experience in running contact center operations and managing a team with not less than 15 headcounts.Other Information
Hybrid work model - 3 days from officeJob location - Menara TA One , opposite to KLCC.Working hours 7 am to 4 pm Malaysia time to support ANZ time zone.Competitive pay and employee benefitsAdditional Locations :
Malaysia - Kuala Lumpur - Kuala LumpurMalaysia - Selangor - Petaling JayaMalaysiaMalaysia - Kuala Lumpur ,Malaysia - SelangorMalaysia - Kuala Lumpur - Kuala Lumpur ,Malaysia - Selangor - Petaling Jaya