TL - Native Korean Chat Support for CNX Malaysia

Gratitude Inc

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13 hours ago

1-3 Year(s)

RM 10 - RM 12 Thousand p.m

Job Description

Key Skills

Communication Reporting and Analytics

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Salary - MYR 12K +Shift Allowance +KPI

Roles & Responsibilities –

• Managing a team of 20 to 25 FTE'

• Client/Customer/People Management

• Drive Performance in the team to meet targets

• Manage the daily team activities and ensure the daily operations run smoothly.

• Drive Team adherence and manage monthly scheduling.

• Handling Escalations

• Manage key business metrics like SLA's and CSAT

• Run reports & conduct a thorough analysis of SLA misses.

• Drive Continuous Improvement in the team along with metrics improvement

• Generate dashboard and scorecards for the Team for review.

• Performance management and appraisals for the entire Team.

• Weekly Reviews to the Management on key deliverables.

• One-One with the team and scheduled Monthly Team meetings.

• Feedback and Coaching

• Knowledge management for the team and quality control

• Apply performance management strategies - action plans, BQ planning

• Responsible for people/employee career development

Generic & Behavioral Skills –

• Excellent verbal and written communication skills.

• Should be willing to work in shifts along with the team in customer business time.

• Overall should be a good team player with willingness to learn and drive to achieve.

• Practice and focused on Metrics.

• Good Excel skills and Reporting knowledge

• Should be able to drive Continuous Improvement in process.

• Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months

• Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.

Role

Manager-Technical

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Peninah Kimani

Recruiter - Gratitude Inc

NA, kenya

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