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Social Media Project - Operations Supervisor - English Speaking

TeleperformanceKuala Lumpur, Kuala Lumpur, MY

30+ hari lalu

Penerangan pekerjaan

Qualifications

Job Requirements :

Diploma or Bachelor’s Degree holder is preferable.
Possess minimum 2 year team lead / supervisory working experience in BPO / Call Center . An assertive, well-organized self-starter with demonstrated supervisory experience in managing operations.
A detail-oriented person with excellent written and verbal communication skills in English language.
Must know how to use excel file for reporting.
Demonstrate behaviors that support high quality standards.
Recognize trends and escalate information as appropriate.
Proven track record of success to motive agents and exceed performance metrics.
Present information effectively and persuasively across various communication channels.
Problem solving to gather and analyze information and uses it to develop effective solutions.
Tolerate stressful situations well.
Able to work on 24 / 7 rotational shift.

Responsibilities

Job Responsibilities :

Oversee and supervise a team of agents, monitor agent attendance, performance and productivity.

Ensure agents are continuously kept abreast of operational changes.

Conduct agent observation and provide feedback.

Ensure uniform understanding and adherence to policies, procedures and company programs.

Assist in developing and streamlining procedures.

Coach, motivate, reward, counsel and assist with disciplinary actions as necessary.

Provide quality service to both internal and external customers – on and off-line.

Assist agents with customer interaction on situations requiring special handling.

Ensure open flow of communication between agents, supervisors and management.

Prepare and ensure accuracy of reports.

Assure service level standards are met.

Perform other duties as assigned.

Operation Supervisor • Kuala Lumpur, Kuala Lumpur, MY