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**Team Management**
- Oversee daily operations and ensure team performance targets (e.g., response time, resolution rates) are met.
- Manage staffing for optimal coverage during peak hours, including shifts, leaves, and OT.
- Conduct regular team meetings for updates, issue resolution, and performance feedback.
- Monitor team attendance and punctuality.
**Performance Monitoring**
- Track KPIs like CSAT scores, call handling times, and escalation rates.
- Provide coaching and conduct performance reviews to improve service quality.
- Identify high performers and address underperformance with improvement plans.
**Issue Resolution and Escalation**
- Handle escalated issues that agents cannot resolve, ensuring quick and effective solutions.
- Communicate major issues to the client and provide regular status updates.
- Ensure escalations are properly documented and tracked.
**Training and Development**
- Conduct training sessions for new hires or on new procedures and tools.
- Provide ongoing feedback and encourage skill development and cross-training.
**Client Liaison**
- Serve as the main point of contact between the team and the client.
- Provide regular performance updates to the client and attend weekly business reviews.
**Ticket Assignment and Follow-up**
- Oversee ticket assignments to ensure timely resolution.
- Monitor progress and reassign tasks to meet SLAs.
**Operations and Reporting**
- Submit daily, weekly, and monthly reports on team performance.
- Analyze trends in inquiries and escalations to suggest process improvements.
**Quality Assurance**
- Ensure consistent quality in verbal and written responses.
- Conduct quality audits and implement feedback from QA reviews.
**Adherence to Policies and Procedures**
- Ensure the team follows all operational policies and procedures.
- Update the team on any client or internal policy changes.
**Requirements**:
- **Immediate Availability**: Must be able to start right away.
- **Education**: Minimum Diploma, preferably in Business or a related field.
- **Experience**: 1-2 years in team management, customer service, or operations, with experience in performance monitoring and handling escalations.
- **Location**: Based in PJ (near LRT Asia Jaya).
