Assistant Manager - Operations

Job Description

Responsibilities

• Manages the daily operation of the team; reports the business management status to the leadership and discloses it to the team members in a timely manner.
• Communicates with the team members and answers their questions.
• Manages all problems of the team in a closed loop.
• Each Team Leader must handle the business of the agent team that he / she leads in the role of an agent at least once a month, to know the business development trend and the problems that their team members might encounter and develop standard problem‑solving ideas and procedures.
• Has the sense of time management, performs time planning for each type of business, and exports business schedules.
• Support the Contact Centre in achieving its agreed service levels, Quality Standards and any other KPIs as communicated by Operations.
• Responsible in molding and guiding team members to achieve departmental goals and targets.
• Daily operational review of individual desk and able to provide justification for failures (if any).
• Respond to questions from all members in a timely and professional manner, regardless of their skill level, attitudes, requests, or demands.
• Provide topics of discussion to maintain the natural flow of the message.
• Collaborate with other departments to manage reputation, identify key players and coordinate actions.
• Ensure team members are providing accurate information to customers.
• Communicate performance against objective with the individual team members and to monitor constantly their performance in terms of agreed key performance indicators.
• Collaborate with other departments to manage outliers, identify key players and coordinate actions.
• Work with MIS Team to co‑ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
• Conduct regular team meetings and buzz sessions to ensure that two‑way communication is maintained between team members and management.
• Act as point of reference and assist staff with enquiries.
• Support the management team in the creation of management reports to agreed time scales with detailed analysis and recommendation.
• Undertake any administration associated with payroll, staff annual leave / MC applications, expense claims and amendments to staff rosters.
• Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
• Attend to any high‑level customer complaints received by the team members and spend an agreed proportion of time answering queue.
• Identify areas for service improvement and make recommendations to the management team.

Skill Requirements

The Package

Experience Required

Associate

Location

Kuala Lumpur, WP, Malaysia.

Employment Type

Full Time.

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