Customer Experience Team Manager - Chinese Team (Based in Kuala Lumpur)
Core
Lead a team of 15 inbound contact center agents to manage customer service operations, ensure service levels, and drive continuous improvement in a 24/7 environment.
Role type
Senior Contact Center Team Manager
Builds
Inbound customer support operations and team performance
Domain
Travel technology / Customer Experience
Required skills
Team leadership, performance coaching, process improvement, staffing planning, quality assurance, recruitment, data analysis, Microsoft Office proficiency
Preferred skills
Managing remote teams
Technologies
Microsoft Word, Excel, PowerPoint
Responsibilities
Lead a team of 15 agents, 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
