Engagement Centre Supervisor
British American Tobacco
- Selangor
- Permanent
- Full-time
- Oversee, run and manage the daily operations and escalations from clients with the team.
- Complete all reports assigned in the recurrence required, review with upper management or trade/marketing team (if necessary).
- Oversee and coordinate with the Quality Assurance team interactions monitoring and evaluation to ensure that due procedures and quality standards are strictly adhered to.
- Staff Administration: vacations, permits, emergencies among others, keep close communication with your team.
- Oversee staff scheduling and organize shift patterns in coordination with Work Force Management.
- Set/follow up and accomplish internal goals and targets to support KPI/SLA accomplishment.
- Understand all organization products services, procedures and guidelines and communicate them to the team members.
- Conduct regular review of all engagement centre agents' performance and oversee/organize training sessions for underperforming agents.
- Oversee training requirements and coordinate with appropriate entities. Have a clear concise communication with management to identify training needs and develop training programme if needed.
- Prepare and support continuous improvement initiatives.
- Identify and propose new ideas and strategies to improve performance.
- Ensure that clients are always satisfied by providing prompt response and solutions to their challenges and drive effective communication with stakeholders.
- Proficient in English, Bahasa Malaysia & Mandarin (Speaking + Writing Skill).
- Bachelor's degree in related field
- 3 years of working experience as a call centre supervisor role, team lead or other similar operations positions handling various interaction channels.
- Strong KPI delivery and have experience in contact centre best practices or other similar practices.
- Knowledge in Microsoft Office (Excel, PowerPoint, Word, Visio).
- Knowledge in Genesys.
- Ability to lead, motivate and keep engaged high performance teams.
- Good Communication skills with strong customer service/ phone etiquette skills.
- Problem-solving skills, strong resilience, and adaptability.
- Ability to work under pressure with a sense of urgency, multi-tasking with organizational skills.
- Experience in migration/ramp up of services in contact centre/other similar industry.
- Ensure a safe and harmonious work environment for the team and responsibly delegate duties to the team members.
- CRM tools, HubSpot
- Salesforce
- Certified in HSK Level 5/6 or relevant language proficiency test in Chinese OR equivalent in Bahasa Malaysia OR High School certification also in Bahasa Malaysia and Mandarin welcomed to apply.
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women's Day Best Practice winner
- Seal Award winner - one of 50 most sustainable companies