Assistant Manager - Operations
Assistant Manager - Operations
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Responsibilities of the Role:
- Manages the daily operation of the team; reports the business management status to the leadership and discloses it to the team members in a timely manner.
- Communicates with the team members and answers their questions.
- Manages all problems of the team in a closed loop.
- Each Team Leader must handle the business of the agent team that he/she leads in the role of an agent at least once a month to know the business development trend and the problems that their team members might encounter and develop standard problemsolving ideas and procedures.
- Has the sense of time management performs time planning for each type of business and exports business schedules.
- Support the Contact Centre in achieving its agreed service levels Quality Standards and any other KPIs as communicated by Operations.
- Responsible in molding and guiding team members to achieve departmental goals and targets.
- Daily operational review of individual desk and able to provide justification for failures (if any).
- Respond to questions from all members in a timely and professional manner regardless of their skill level attitudes requests or demands.
- Provide topics of discussion to maintain the natural flow of the message.
- Collaborate with other departments to manage reputation identify key players and coordinate actions.
- Ensure team members are providing accurate information to customers.
- Communicate performance against objective with the individual team members and to monitor constantly their performance in terms of agreed key performance indicators.
- Collaborate with other departments to manage outliers identify key players and coordinate actions.
- Work with MIS Team to coordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
- Conduct regular team meetings and buzz sessions to ensure that two way communication is maintained between team members and management.
- Act as point of reference and assist staff with enquiries.
- Support the management team in the creation of management reports to agreed time scales with detailed analysis and recommendation.
- Undertake any administration associated with payroll staff annual leave /MC applications expense claims and amendments to staff rosters.
- Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
- Attend to any highlevel customer complaints received by the team members and spend an agreed proportion of time answering queue.
- Identify areas for service improvement and make recommendations to the management team.
Requirements for the Role:
MINIMUM SKILLS REQUIRED:
- Been using Window OS Windows Office MS Outlook Chrome and Internet Explorer for more than 3 years.
- Understand basic Internet Explorer settings and changing proxy.
- Typing speed above 40 wpm.
- Speak and type (language) at native level.
EDUCATION
- Graduate from college or above related professional on electronically is preferred with background in Electronics communications economics management etc.
EXPERIENCE
- At least oneyear experience as an Assistant Manager in related job in companies of the related industries such as consumer electronic product manufacturers operators and banks.
- Experience of leading a team of at least 15 members.
- Experience in other mainstream mobile phone manufacturers is an added advantage.
The Package:
- Attractive Salary (RM4500 RM4700
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Menara TA One.
Employment Type
Full Time
Company Industry
Advertising Services / Business Consulting and Services / Air /
