DUTIES AND RESPONSIBILITIES: Supervise and support call centre agents in handling customer inquiries, complaints, and service requests. Monitor call centre performance metrics and ensure adherence to service level agreements (SLAs). Conduct regular coaching, training, and performance evaluations for team members. Handle escalated customer issues with professionalism and efficiency. Collaborate with other departments to resolve customer concerns and improve service processes. Prepare and present reports on team performance, customer feedback, and operational challenges. Assist in workforce planning, scheduling, and resource allocation. Contribute to the development and implementation of call centre policies and procedures. Stay updated on industry trends and best practices to enhance service quality. JOB REQUIREMENTS Bachelor's degree in Business Administration, Mass Communication, or a related field. Minimum of 3-5 years of experience in a call centre or customer service environment, preferable with at least 1-2 years in a supervisory role. Excellent verbal and written communication skills to work effectively with cross-functional teams. Proficient in call centre software and CRM systems is preferable. Customer-centric approach with a commitment to enhancing customer experiences and satisfaction. Ability to work under pressure and manage multiple tasks effectively. Strong analytical and problem-solving skills. Customer-focused mindset with a commitment to service excellence. Industry experience within FMCG industry is an added advantage. Must be willing to work in Pulau Indah, Klang. Show more Show less