What's your mission We are the Largest and Leading Business Process Outsourcing (BPO) in Asia! At TDCX Malaysia, beyond professional growth, you may look forward to personal growth and build friendships across 57 different nationalities at our TDCX Malaysia's office. Our client is one of the world's largest Mobile Game Production Company. Their dream is to create games that as many people as possible play for years and that are remembered forever. It's your chance to make dreams come true and make yours come true - making game Players Support as a career! If you love to think, talk, play, and make games, this is the role for you and join us as a Pioneer! You will be equipped with the trainings you need to be successful in your role and grow with us as a future leader. Responsible for the day-to-day management of the contact centre to ensure that KPIs are met. Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives. Ensure that the feedback provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies. Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client. Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions. Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX. Who are we looking for Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field. Preferable with 2 years of working experience in the related field is required for this position Experience leading, inspiring and motivating others to meet goals and metrics Possess project and resource management skills Strong communication and interpersonal skills Excellent decision making and analytical skills. Excellent verbal and written communication skills in Korean Strong critical thinking and decision-making process to identify the needs and wants of our players. A focus and passion on resolving issues for gamers
