Job Summary:

1. To Lead, Supervise, coach and manage the Executive Technical Support team to ensure that both Call Centre operational targets (KPIs) and service levels are achieved.
2. Review Workflows & process procedures (SOPs); to close Service gaps to ensure Call Centre productivity 
3. To maintain a Quality Management System (QMS) for the department and to continuously review & update the underlying documentation, say; Forms & Templates, Policies, Processes & Procedures, and Work Instructions
4. To work with the Operations manager/ (MIS department) to co-ordinate & schedule shift rosters for the Call Centre Staff and to ensure that appropriate shrinkage levels are covered.
5. To undertake any administration associated with payroll, staff annual leave/MC applications, expenses claim and amendments to staff rosters.
6. Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required.
7. Disseminate information received from client contact point to the team members (Call Centre staff) as soon as possible and to ensure the team members are fully briefed on the information received.
8.  Attend to any high-level customer complaints or issues escalated by TSE Level2 support team members; make calls, talk to customers, or determine next level of Escalation such as to Client/ given external support interfaces and to follow through to ensure End-to-End resolution.
9. To Identify areas for service improvement at the Call Centre and make recommendations to the Operations Manager
10. To Ensure accuracy / integrity of data collected & processed or accessed by the Call Centre in compliance with all applicable standards such as ISMS (ISO 27001) & Malaysia’s Personal Data Protection Act 2010 (PDPA) 

Report Management

1. To support the Operations manager with creation of operational reports based on agreed time scales and as required by the Client.
2. To prepare daily, weekly and monthly reports pertaining to contact center operations and performance.
3. To Prepare business review presentation (s) (when required) and ensure all the reports are accurate and meet data integrity.
    

Job Requirements:

• Excellent command of spoken and written BM & English (Mandarin added advantage).
• Good multitasking ability.
• Excellent knowledge of ICT Products & Services, say; Computer Hardware & Electronics, Software Applications & Networking Basics.
• Fast typing skills (minimum 35 words per minute).
• Good problem solving skills.
• Customer service oriented.
• Preferably with call center background.
• OS Knowledge (Windows XP / Win 7 & 8)     .  
• Hands on user experience with Laptops / Desktops / Tablet products.
• Speak with good pace, articulate and have clear pronunciation.
• Passion for customer care.

Experience

• Minimum 12 months in current position as Specialist / Assistant Manager.

Education

• Degree or an equivalent professional qualification.

Attractive Package:

• Basic Salary up to RM 4500 monthly.
• 15 days Annual Leave.
• 14 days Medical Leave.
• Medical and hospitalization insurance coverage.
• Performance related bonus upon confirmation.