Job Description:

  • Manage a team of up to 15 CS agents
  • Assist to drive operational KPI like service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate and etc
  • Active monitoring, support and coach team members to ensure performance is in align with departmental KPI
  • Perform regular contact with team members like 1-1, team meetings, performance reviews and etc
  • 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
  • Assist leadership team to manage overall operations of the contact centre
  • 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
  • Generate relevant reports for operational discussion and analysis
  • Handle on ad-hoc projects/assignments

Requirements:

  • Possess at least Bachelors Degree in any field
  • Minimum 2 years 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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