Job Title:
Sr. Representative, Operation
Job Description
As a Senior Representative of Operation Support, you will play a crucial role in ensuring the smooth and efficient operation of our BPO services. You will be responsible for overseeing daily operations including prepraring a series of business data reports and analysis, providing support to junior representatives, and ensuring compliance with company policies and industry regulations. Your expertise will help drive operational excellence and enhance customer satisfaction.
Key Responsibilities:
- Oversee and manage daily operational activities to ensure smooth workflow and adherence to service level agreements (SLAs).
- Provide guidance and support to junior representatives, including training and mentoring.
- Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution in term of data reporting
- Collaborate with cross-functional teams to streamline processes and improve operational efficiency.
- Ensure compliance with company policies, industry regulations, and quality standards.
- Prepare and present operational reports to management, highlighting key performance indicators (KPIs) and areas of concern.
- Participate in the development and implementation of operational strategies and initiatives.
Qualifications:
- Minimum of 2 years of experience in customer service
- Proficient in Microsoft Office Suite and other relevant software
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work well under pressure and prioritize multiple tasks.
- Detail-oriented and highly organized.
- Adaptability and flexibility in a fast-paced environment.
- Independent working style with minimal supervision
Desired Skills:
- Ability to remain calm and composed under pressure.
- Positive attitude and willingness to learn and adapt.
- Strong interpersonal skills and the ability to work effectively in a team environment.
- Adaptability to changing situations and willingness to take on new challenges
- Advanced level in Microsoft Excel will be an advantage
Location:
MYS Kuala Lumpur - Sunway VISIO Tower,Level 8, Menara Sunway VISIO
Language Requirements:
Time Type:
Full time
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