Responsibilities To ensure desired customer delight by providing satisfactory response to customer interaction Manage Customer Interactions through Inbound and out bound voice contact through his her team for the various services Evolve more effective work process for improving customer interactions Constantly monitor and review performance metrics for achievement of objective To interface with respective work centre for resolution of complaints Manage resolution of billing queries Issues To track and ensure closure of complaints To effectively manage Contact Centre operations for constant performance achievements Identify relevant training needs of agents and ensure effective implementation Effectively manage shift operations Interface with IT HR Training Quality Collate data and generate MIS report Requirements Candidate must possess at least a Primary Secondary School SPM and quot O and quot Level Higher Secondary STPM and quot A and quot Level Pre-U Diploma Advanced Higher Graduate Diploma any field At least 5 years of working experience as a Team Lead in the related field is required for this position Required languages Spoken and written fluent English and MandarinPreferably Managers or Team Lead specializing in Customer Service or equivalent Full-Time positions available 6 working day per week Applicant must be willing to work on rotational shifts Candidate will be based in Aegis Johor Bharu
Type : Company job
Role : Manager
Industry : Call Center/IT-Enabled Services/BPO
Salary : Not Disclosed
"Aegis is a global outsourcing and technology company committed to impacting clients’ business outcomes by focusing on enhancing customer experience across all touch points and channels. Aegis was founded 30 years ago in the US and now has operations in 56 locations across 13 countries with more than 55,000 employees.
Aegis services over 300 clients from verticals such as Banking and Financial Services, Insurance, Technology, Telecom, Healthcare, Travel & Hospitality, Consumer Goods, Retail, and Energy & Utilities. The company is wholly owned by Essar, a USD 39 billion conglomerate."
We recognize people as the key foundation of our extraordinary growth. This reflects in our mission statement: 'Happy Employees, Happy Customers and Happy Shareholders'. Our HR Vision ‘Create a progressive workplace that enables partnership for prosperity’ aims at building an ecosystem which is dynamic, vibrant, contemporary, and presents infinite possibilities for our people.