Req #

WD00073517

Career area:

Information Technology

Country/Region:

Malaysia

State:

Selangor

City:

Petaling Jaya

Date:

Friday, November 29, 2024

Working time:

Full-time

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

Operations Management: ·
Lead, supervise and manage a team of Technical Support Specialists & subjects to meet the required performance and KPIs. ·
Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.

• Support, coach and manage the Technical Support Specialists and subjects to ensure that both operational targets (required performance and KPIs) and service levels are achieved.
• Provide ongoing coaching, training and counseling to team members on customer management as well as products and services.
• Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & service.
• Maintain the Operations Quality Management and continuously review and update the policies, processes and forms.
• Support the Contact Centre in achieving its overall service levels for various channels like Voice, Email, Eticket and Chat and any other KPIs as dictated by Operations.
• Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
• Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claims and amendments to staff rosters.
• Disseminate information and ensures team member are fully briefed on the information received.
• Attend to customer escalations and provide resolution, this may even involve liaising with various stakeholders like the Technical Team, Technical Account Manager, Service Delivery Manager, Customer Care Team or Sales/Marketing Teams
• Identify areas for service improvement and make recommendations to the management team.

· Regularly review operations and teams performance · Take on projects assigned · Undertake any other ad-hoc tasks assigned
Report Management:

• Prepare daily, weekly and monthly reports pertaining to contact center operations and performance.
• Prepare business review presentation (when required) and ensure all the reports are accurate and meet data integrity.

Required Minimum Skills and Knowledge
1. Communication Skills · Proficiency in written, read and spoken English.

• Speak with good pace, articulate and have clear pronunciation.
• Polished delivery: ability to communicate in a structured and effective manner.
• Effective and active listening skills
• Able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency
• Written skills: Grammar; Spelling and attention to detail
• Ability to mulit-task and navigate difficult situations and stay calm under pressure.

· Typing Speed (minium 35 WPM) · Email etiquette

Leadership and Management Skills
· Manage, supervise and lead a team of Technical Support Executives to meet the required individual and center performance targets. · Provide the team with clear objectives by group and individual performance.

• Support and facilitate regular and constructive feedback through team meetings and 1 on 1 review.
• Provide ongoing coaching, training, and counselling to team members on products and customer handling.
• Conduct regular team meetings to ensure that two-way communication is maintained between team members and management.
• Review workflow and procedures to close service gaps
• RCA & CLCA: ability to Identify and highlight areas for service improvement and make recommendations.
• Disseminate the important and necessary information received from high level operations as soon as possible and ensure that the team members are fully briefed.
• Analytical, problem-solving and people skills.
• Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
• Analyze, monitor, document and present data.
• Build, develop and manage internal and external relationships.

· Experience of either leading or working as part of projects · Strong facilitation and collaboration skills

• Experience in Coaching and providing corrective actions.
• Driving post incident investigations to ensure corrective actions are in place with either the Contact Centre’s service supplier or Lenovo’s IT team to avoid future outages.
• Perform monthly reviews with the Contact Centre supplier on any IT related issues; ensuring ant corrective actions are executed.
• Assists Contact Centre to devise actionable plans for IT implementation of improvement opportunities.
• Ability to delegate tasks.

Technical Skills

• Ability to understand technical issues.
• Ability to ask probing questions related to the reported problem.
• Use logical troubleshooting techniques to resolve the root cause of a problem.

· OS Knowledge (All windows) · Hands on experience on Laptop / Desktop / Tablet products · Computer Hardware & Network Basics · Can guide and walk through the customer including explanation as necessary.
· Executes policy and procedures to resolve issues and offers suggestions to Customer within his/her defined support boundaries. · Responsible for efficiently and effectively solving issues presented by Customers over the phone, email or chat.


4. Others ·
Bachelor’s Degree with 3-5 years of IT operations experience ·
Experience of Computer operation including Emails, Excel, and Power Point.

• Knowledge & Experience on Phone and tools operations (softphone and CRM)

Additional Locations:

• Malaysia - Selangor - Petaling Jaya