Control Room Supervisor
Control Room Supervisor
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Job Description
We are a worldleading smart mobility SaaS company with oversubscribers across 23 countries and we are looking for a Control Room Supervisor to join our team. Our teams are collaborative vibrant and fastgrowing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.
Job Responsibilities:
- Lead mentor and manage a team of Control Room Agents ensuring proper staffing and shift coverage.
- Conduct performance evaluations provide feedback and ensure adherence to customer service standards and company policies.
- Maintain the accuracy of the customer database and handle escalated inquiries for timely resolution.
- Oversee the processing of orders and ensure customer satisfaction is achieved in all interactions.
- Monitor daily operations ensuring smooth workflows and collaborating with other departments to resolve issues.
- Generate reports on team performance and customer satisfaction metrics providing insights for improvement.
- Identify and recommend process improvements for better operational efficiency and stay updated on best practices.
Job Requirements:
- Proven experience in a supervisory or team leader role ideally in a call center or customer service environment.
- Relevant working experience in customer service with strong knowledge of call center operations.
- Strong people management skills with the ability to coach motivate and develop team members.
- Excellent problemsolving skills with a customerfocused mindset.
- Fluent in Bahasa Malaysia and English both written and verbal.
- Strong organizational skills able to multitask and work well under pressure.
- Good phone etiquette and a high level of attention to detail.
Remote Work :
No
Employment Type
Full Time
