Assistant Manager - Operations (English and Thai Language Support)

Job Description

The Responsibilities of the Role:

• The Assistant Manager – Operations must be proficient to converse in Thai and English Languages with their sub-ordinates/staff and with customers.
• Lead, supervise and manage a team of Executive Technical Support & subjects to meet the required performance and KPIs.
• Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
• Support, coach and manage the Executive Technical Support and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved.
• Provide ongoing coaching, training and counseling for team members on customer management as well as products and services.
• Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.
• Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & services.
• Maintain the Operations Quality Management System (QMS) and continuously review and update the policies, processes and forms.
• Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations.
• Work with the line manager to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
• Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
• Support the management team in creating management reports based on agreed time scales.
• Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters.
• Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required.
• Disseminate information received from client contact points to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
• Attended to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handle escalations through to resolution.
• Identify areas for service improvement and make recommendations to the management team.
• When an operational situation arises, management will require the Assistant Managers to stay back and complete all assigned duties.
• Regularly review operations performance and be able to provide immediate snapshot views on overall operations.
• Ensure accuracy / integrity of data.
• Prepare daily, weekly and monthly reports pertaining to contact center operations and performance.
• Prepare a business review presentation (when required) and ensure all the reports are accurate and meet data integrity.

Skill Requirements:

• Excellent command of spoken & written Thai and English.
• Good multitasking ability.
• Excellent computer knowledge: MS Office, MS Outlook and Internet Explorer.
• Fast typing skills (minimum 35 words per minute).
• Good problem-solving skills.
• Customer service oriented.
• Preferably with call centre background.
• OS Knowledge (all OS).
• Hands on experience on Laptop / Desktop / Tablet products.
• Peripheral Devices (USB/Printer/Scanner Etc.)
• Network Basics (Windows network configuration/troubleshooting basic Wi-Fi issues).
• Troubleshooting skills (Device drivers / Blue screen errors / Windows errors / No POST etc.)
• Hardware Basics (Motherboard / Hard disk / Memory / SMPS / Display / BIOS etc.)
• Speak with good pace, articulate and have clear pronunciation.
• Passion for customer care.
• Minimum 12 months in current position as Specialist / Assistant Manager.
• Degree or an equivalent professional qualification.

The Package :

• Attractive Salary (RM5,000 – RM6,000).
• Housing Allowance (RM500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.