• Assistant Manager - Operations (English Language Support)

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    Job Description
    The Position:
    • As Assistant Manager - Operations, your role is to act as the coach and motivator for your team as well as attend to calls whenever required.
    • You will be accountable for achieving daily sales targets, operational quality targets and the performance of your team.


    The Responsibilities of the Role:
    • Lead, supervise and manage a team of Customer Service Executives to meet the required performance and sales targets.
    • Provide ongoing coaching, training and counselling to team members on products and services and handling of customers.
    • Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
    • Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.
    • Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level, among others).
    • Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members.
    • Conduct regular team meeting and 'buzz’ sessions to ensure that two-way communication is maintained between team members and management.
    • Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & services.
    • Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
    • Attend to any high-level customer complaints and escalated calls received by team members and spend an agreed proportion of time answering queue calls.
    • Identify areas for service improvement and make recommendations to the management team.
    • Assist/undertake any other task assigned by line management.


    Skill Requirements:
    • Degree, Diploma or an equivalent professional qualification.
    • A high degree of integrity and professionalism with leadership traits.
    • Minimum 12 months in the current position as Specialist/Assistant Manager.
    • Excellent disciplinary and performance track record.
    • Excellent knowledge of PC software – Windows, Excel, Word, PowerPoint.
    • Proficiency in spoken and written English.
    • Dynamic, highly motivated and a result – oriented team player with good interpersonal skills.
    • Possess initiative and be able to work independently.
    • Ability to work in a challenging environment.


    The Package :
    • Attractive Salary (RM 4,500)
    • Performance Related Bonus
    • Structured Career Progression
    • Training and Development opportunities
    • Annual Leave 15 days
    • Medical Leave 14 days
    • Medical and Hospitalization coverage


    Experience Required :
    • Mid-Senior Level


    Location :
    • Kuala Lumpur, WP, Malaysia.


    Employment Type :
    • Full Time.