Requirements:

• Based in One Precinct, Penang.
  
  

 Responsibilities:

• Responsible for the day-to-day steering of the Agents handling contacts with Mercedes-Benz customers.
• Track individual and team performance against Key Performance Indicators (KPIs) like customer satisfaction, average handling time, and service level.
• Identify areas for operational improvement and work with management to implement new processes or technologies to enhance efficiency.
• Act as a liaison between the client and TP, communicating updates, handling escalations, and addressing client concerns.
• Prepare regular performance reports and present findings to higher management, highlighting successes and areas for improvement.
• Follow all steps of TOPS.