JB-844
Job Title : Supervisor Web Content Management - Native Japanese
Job Category Type : Customer Service/ Call Centre / BPO
Currency : Malaysian Ringgit(MYR)
Salary : MYR 8500
Country : Malaysia
State : Kuala Lumpur
Benefits : Annual Leave;Maternity leave;Paternity leave;Medical Insurance Outpatient & Inpatient;Sick leave;Hospitalization;Flight Ticket (1 way);Accommodation (2 weeks upon arrival)
Job Description :
As a Supervisor – web content management, you will oversee the daily operations, ensuring that all team members meet performance standards and deliver the expected outcome. You will manage a team of agents, monitor key performance indicators (KPIs), and enforce compliance with company policies and procedures. Your leadership will be essential in driving team productivity, resolving issues, and fostering a results-oriented environment. By analyzing performance metrics and providing actionable insights, you will contribute to operational efficiency and ensure that client expectations are consistently met.
Key Responsibilities
Team Leadership:
- Supervise a team of customer service agents and team leaders, providing guidance, support, and motivation to achieve performance goals.
- Conduct regular team meetings to discuss performance, address concerns, and celebrate successes.
Performance Monitoring:
- Monitor team performance against KPIs and service level agreements (SLAs), identifying trends and areas for improvement.
- Conduct performance reviews and provide constructive feedback to team members to enhance their skills and productivity.
Job Description
- Maintenance of web properties with an emphasis on updating web content.
- Manage a project through managing tasks and reporting status to management.
- Supervise a group of team leaders and agents while coaching and executing action plans.
- Provide detailed analysis of errors and feedback to respective team through recommending ways to improve quality score.
- Interact closely with team leaders and identify issues to consistently update operation manual.
- Review completed tasks and maintain operation quality to ensure the performance meet SLA and KPI.
- Maintain good relationship with client while directly receiving tasks, reporting status, and discussing issues.
- Assist with challenging client requests or issue escalations as needed.
- Review and analyse daily/weekly/monthly/quarterly and annual operations and report to client
- Perform other duties as assigned.
Qualifications
Educational Background: Bachelor’s degree, diploma or equivalent
Nationality: Native to Japan
Experience: Minimum of 1 -2 years’ experience in call centre operations.
Skills:
- Strong leadership and team management skills.
- Excellent communication skills in both Japanese and English.
- Proficient in customer service software and call center tools.
- Strong analytical skills with the ability to interpret data and drive decision-making.
- Problem-solving skills and the capacity to handle customer complaints effectively.
- Ability to work in a fast-paced environment and adapt to changing priorities.
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