Company Business Nature:

A technology company operating a range of content platforms.

Location: KL Sentral, reachable by public transport

Working Days/Hours: Monday – Friday, 9am – 6pm (+meetings with London team based on their time zone)

Key Responsibilities:

• Manage the team on day-to-day basis and provide the firsthand support to team internal escalations.
• Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role.
• Proactively identify and resolve issues impacting customers/sellers/creators by working with team, peers, and management.
• Implement policies, and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
• Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
• Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve operational quality, increase productivity and to achieve high accuracy rates. Monitor OKR progress against established milestones.
• Conduct trend analyses and other core measurements. Implement strategies to improve future operation results.
• Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final productivity goals are met.
• Maintain weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
• Work with recruiting / staffing teams to identify, interview, and recruit top talents for all openings.

Qualifications/Requirements:

• Degree and above or with equivalent practical experience.
• Min 5 years in customer service field and 2 years in managing team.
• Experience in eCommerce or marketplace platform fraud is a plus.
• BPO Background and strong vendors management skill is required.
• Able to handle escalation, and fraud investigation L1 and L2.
• Able to speak and write well in English and Mandarin.

Salary: Up to RM15,000 (Stretchable based on experience)

Others: Handles a team size of 25 to 20 pax