Customer Experience Team Manager – English Team (Based in Kuala Lumpur)

Responsibilities

• Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met
• Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
• Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
• Ensure the proper and effective implementation of new and existing customer service structures & procedures
• Understand & analyze traffic reports, proactively make suggestions for improvement
• Monitor team attendance, document infractions and implement corrective action
• Assist with planning/organizing the proper coverage & align staffing
• Supervise the quality assurance process and related training of staff members to ensure quality customer service.
• Participate in recruitment activities (screening...