Call Centre Supervisor - Korean Speaker (BPO)

As a Call Centre Supervisor, your primary responsibility will be to lead and motivate a team of customer service agents to ensure operational excellence and meet performance goals. You will create a positive, collaborative team environment, promoting open communication among team members. Your role will involve providing hands-on support, coaching, and feedback to improve team performance, while ensuring adherence to standard operating procedures. By actively engaging in daily operations, you will help establish a culture of accountability and continuous improvement, delivering exceptional service to our clients.

Key Responsibilities:

• Team Leadership:
• Oversee and support a team of customer service agents by managing shift schedules, monitoring performance, and conducting regular team meetings.
• Offer guidance and constructive feedback to team members to help improve their skills and performance.
• Address and resolve escalated customer issues and complex inquiries promptly and effectively.
• Performance & Quality Monitoring:
• Track and analyze key performance indicators (KPIs), such as attendance and productivity, to assess team performance and identify areas for improvement.
• Conduct performance evaluations and establish development goals for team members.
• Ensure compliance with established SOPs and quality standards to maintain high customer satisfaction levels.
• Review call recordings and customer interactions to provide feedback and identify areas for training.
• Issue Resolution:
• Manage escalated customer inquiries and complaints, ensuring they are resolved promptly and to the customer’s satisfaction.
• Assist team members with complex issues and offer coaching on best practices for resolution.
• Proactive Improvement:
• Actively propose strategies and improvement plans to management to enhance team performance and service quality.
• Additional Duties:
• Perform any other tasks or responsibilities assigned by management that are related to the successful operation, maintenance, and continuous improvement of the call centre.

Job Requirements:

• Educational Background: Possess at least Bachelor degree and above, in any field.
• Experience: Minimum of 3 years of working experience in a call center or BPO environment, with prior experience in a supervisory or team leader role.
• Language: Proficient in Korean (Native/ Near Native with TOPIK 5 or TOPIK 6), English (C1)
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software and tools.
• Ability to analyse data and derive actionable insights.
• Problem-solving and conflict resolution skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.

Job Type: Full-time

Pay: RM12,000.00 - RM15,000.00 per month

Schedule:

• Night shift

Language:

• Business/Native level Korean (at least TOPIK 5 or above) (Preferred)