Job Description
Join our dynamic team as a Communication Centre Supervisor where you'll lead call center operations to deliver exceptional service experiences. In this pivotal role, you'll oversee daily workflows, optimize communication channels between guests and staff, and implement quality assurance protocols to maintain service excellence. Your expertise will ensure seamless operational efficiency while mentoring team members to exceed performance targets. This position requires a strategic thinker who can balance operational demands with customer-centric solutions in a fast-paced environment. You'll analyze performance metrics, implement process improvements, and collaborate with cross-functional teams to enhance communication systems. If you thrive in leadership roles and are passionate about driving service quality, this opportunity offers a rewarding career path in Kuala Lumpur's vibrant business district.
Responsibilities
- Supervise daily call center operations and staff performance metrics
- Monitor service quality and implement improvement strategies
- Coordinate communication between guests, staff, and stakeholders
- Manage staff schedules, training, and performance evaluations
- Resolve escalated customer issues with professionalism
- Prepare operational reports and performance analytics
- Ensure compliance with company communication protocols
- Optimize resource allocation for operational efficiency
Qualifications
- Bachelor's degree in Communications, Business Administration, or related field
- Minimum 3 years' experience in call center or customer service supervision
- Proven leadership skills with team management experience
- Strong analytical and problem-solving abilities
- Proficiency in CRM systems and call center software
- Excellent written and verbal communication skills
- Certification in Quality Assurance or Service Management preferred
- Ability to work under pressure and adapt to changing priorities