Job Description

- Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.

- Ensure good quality of services and strict adherence to processes.

- Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.

- Participate in recruitment activities (screening, interviewing).

- Day to day responsibilities include:

- Ensuring daily operation runs smoothly and timely reports to stakeholders during incidents

- Provide performance monitoring of KPIs, identify trends and issues in Service quality.

- Conduct weekly/monthly performance reviews with customer service agents.

- Quality analysis and training

- Conduct process update/improvement projects and workshops.

- Timely communicate business updates, policy changes, and any relevant information to stakeholders.

- Planning customer service agent's monthly schedules while managing daily shrinkages

Oversee customer service operations, including monitoring and reporting on metrics such as customer satisfaction, workload, response speed, and any factors that affect service quality.

Ensure high service quality and strict compliance with established processes.

Collaborate cross-functionally with support teams to deliver best-in-class customer service.

Participate in recruitment activities (screening and interviewing).

Daily responsibilities include:

- Ensuring smooth team operations and timely response and reporting during incidents.

- Monitoring KPIs and performance achievements; identifying issues and trends.

- Conducting weekly and monthly performance evaluations with customer service agents.

- Quality inspection and training activities.

- Leading business process optimization initiatives.

- Promptly communicating business updates, policy changes, and any relevant information.

- Creating monthly schedules and managing daily staffing levels.

Requirement

Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.

Experience leading large (>15 members) and diverse teams.

Proven experience and knowledge in effective hiring, training, coaching, and people management practices.

Strong planning and interpersonal skills as well as a process-driven and detail-oriented personality.

A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.

Fluency (Verbal & Written) in English is required – Mandarin is a plus.

Enthusiastic about new technologies with a strong desire to adopt them to improve organizational effectiveness and business processes.

Willingness to work according to a given schedule to support 24x7 operations.

Nice to have:

Experience working with teams across global offices and time zones.

Bachelor’s degree or at least 3 years of relevant experience managing teams in a call center environment.

Experience leading large (>15 members) and diverse teams.

Extensive experience and knowledge in effective hiring, training, coaching, and people management practices.

Strong planning and interpersonal skills, with a process-driven and detail-oriented approach.

A team-oriented individual capable of working in cross-functional environments and leading complex operational initiatives.

Fluency in English (both verbal and written) is required – Mandarin is a plus.

Passion for new technologies and a strong desire to adopt them to enhance organizational efficiency and business processes.

Willingness to adhere to a 24x7 working schedule as assigned.

Nice to have:

Experience collaborating with teams across global offices and time zones.