Deskripsi Pekerjaan
Join our dynamic team as a Communication Centre Supervisor and lead the heart of our customer operations! In this pivotal role, you'll orchestrate seamless call center activities, ensuring exceptional service delivery and operational excellence. You'll be instrumental in mentoring staff, resolving escalated issues, and implementing strategies that enhance both customer satisfaction and team productivity. The ideal candidate will thrive in a fast-paced environment, leveraging strong leadership skills to maintain high service standards while driving continuous improvement initiatives. This position offers the opportunity to make a tangible impact on our organization's communication framework and contribute to a culture of excellence.
Tanggung Jawab
- Oversee daily call center operations to ensure maximum efficiency and service quality
- Provide expert guidance and support to both guests and staff members
- Monitor performance metrics and implement service improvement protocols
- Facilitate clear communication channels across all operational levels
- Lead team training programs and performance evaluations
- Resolve complex customer issues with professionalism and empathy
- Develop and maintain operational procedures for optimal workflow
- Generate performance reports for strategic decision-making
Kualifikasi
- Bachelor's degree in Communications, Business Administration, or related field
- Minimum 3 years call center experience with supervisory background
- Proven leadership and team management abilities
- Exceptional verbal and written communication skills
- Strong problem-solving and conflict resolution capabilities
- Proficiency in call center software and CRM systems
- Ability to work effectively in high-pressure environments
- Fluency in English and Bahasa Malaysia