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Title
Text copied to clipboard!Contact Malay Supervisor
Description
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We are looking for an experienced and motivated Contact Malay Supervisor to lead and manage our customer service operations. In this role, you will guide a team of contact center agents, ensure performance standards, and develop strategies to deliver excellent customer service. You will be responsible for training, motivating, and monitoring team members to help them achieve organizational goals.
As a Contact Malay Supervisor, your duties will include monitoring call volumes, managing scheduling, and ensuring all customer interactions are of high quality. You will also handle customer complaints, provide resolutions, and gather feedback for service improvement. Additionally, you will prepare reports, analyze performance metrics, and recommend improvements to enhance operational efficiency.
To succeed in this role, you should have excellent communication skills, leadership abilities, and a strong understanding of customer service. Fluency in Malay is essential, along with the ability to multitask effectively. If you have experience supervising call centers and enjoy working in a dynamic environment, we encourage you to apply for this position.
Responsibilities
Text copied to clipboard!- Lead and supervise a team of call center agents
- Monitor daily operations and manage scheduling
- Handle customer complaints and provide resolutions
- Analyze performance metrics and prepare reports
- Provide training and coaching to ensure service quality
- Motivate and improve team performance
- Collect customer feedback and implement improvements
- Ensure compliance with company policies and procedures
Requirements
Text copied to clipboard!- Minimum 2 years of experience in call center supervision
- Fluency in Malay and Hindi languages
- Excellent communication and leadership skills
- Strong understanding of customer service principles
- Problem-solving and decision-making abilities
- Proficiency in MS Office and call center software
- Flexibility and ability to multitask
- Ability to collaborate with team members
Potential interview questions
Text copied to clipboard!- Do you have experience supervising a call center?
- Are you fluent in Malay and Hindi?
- How have you improved team performance in past roles?
- How do you handle customer complaints?
- How do you manage scheduling and call volumes?
- What reporting tools have you used?
