Customer Experience Team Manager - English Team (Based in Kuala Lumpur)
Core
Manage a team of 15 customer experience agents in a 24/7 contact center to ensure service levels, quality, and operational efficiency.
Role type
Senior IC Contact Center Team Manager
Builds
Customer support operations and team performance
Domain
Travel industry / Contact Center Operations
Deliverable
Dashboards & analysis
Required skills
Team leadership, performance coaching, process improvement, staffing planning, quality assurance, recruitment, data analysis
Preferred skills
Managing remote teams
Technologies
Microsoft Office (Word, Excel, PowerPoint)
Responsibilities
Monitor traffic and service levels, coach and evaluate team performance, implement action plans for gaps, manage staffing coverage, supervise quality assurance, participate in recruitment
Seniority
Senior, hands-on IC
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