Job Descriptions:

Operations Management

  • Assist leadership team to manage overall operations of the contact centre.
  • Assist to drive operational KPI like service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate and etc.
  • Work with Assistant Manager to minimize shrinkage, attrition, dissatisfied contacts, complaints and etc.
  • Ensure all relevant communications and data are updated and recorded.
  • Ensure action plans and deliverables are met within agreed timeline.
  • Handle on ad-hoc projects/assignments.

Team Management

  • Manage a team consists up to 15 members.
  • Active monitoring, support and coach team members performance in align with departmental KPI.
  • Perform regular contact with team members like 1-1, team meeting, performance review and etc.
  • To ensure team members provide accurate information to Shopee users.
  • Communicate effectively with team members and Shopee users.
  • Always motivate team members to perform better.
  • Conduct interviews when hiring is required.

Technical

  • Act as subject matter expert.
  • Generate relevant reports for operational discussion and analysis.
  • Handle escalations if required.
  • Manning of escalation queues.

Job Requirements:

  • Possess at least Diploma/Advanced/Higher/Graduate Diploma in any field.
  • Minimum 1 year experience of managing team (10-15 members) in contact centre environment.
  • Possess strong operational and leadership skill.
  • Have excellent spoken and writing skills in both English & Bahasa Malaysia. Mandarin is an added advantage.
  • Business writing skill is mandatory.
  • Able to work independently and with a team.
  • Flexible and adaptable.
  • Ability to work under stress.

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