Teleperformance

Social Media Project - Operations Supervisor Mandarin Speaking - 16.12.2024

Job Locations MY-Kuala Lumpur-Kuala Lumpur | MY-Kuala Lumpur-Kuala Lumpur
Requisition Post Information* : Posted Date 1 week ago(11/13/2024 10:11 AM)
Requisition ID
2024-57199
Category
Team Lead
Country
Malaysia

Qualifications

  • 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 & Mandarin languages.
  • 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

  • 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.

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