Manager, Shipper Support
Subang Jaya, Malaysia
Operations – Shipper Support /
Permanent, Full-time /
On-site
Job Responsibilities
- Lead and manage a team of agents, providing guidance, coaching, and support to ensure high performance and motivation
- Monitor team performance against KPIs and targets, taking any corrective actions as required
- To develop specific KPIs to measure and monitor agents’ productivity and performance
- Prepare and present regular reports on team performance, highlighting key metrics and areas for improvement
- Conduct team huddles to gather feedback and improve productivity
- Continuously review and improve support processes and procedures to enhance efficiency and effectiveness
- Implement and enforce team policies, procedures, and protocols to ensure compliance and consistency
- To represent the team and participate in meetings, projects, and initiatives to support organisational goals and objectives
- Lead continuous improvement initiatives within the department to enhance operational efficiency and service quality
- Monitor productivity and bandwidth of each team closely, ensuring it is at optimal level
- Monitor peak and off-peak backlogs and ensure backlogs are kept to minimum
- Cascade changes in processes and information to agents in a timely manner
- Implement strategies to increase shipper retention and loyalty
- Stay updated on emerging trends and technologies in customer service and incorporate them into improvement initiatives
- Act as the project manager for any project/initiatives that involves a product or process change to the entire business.
- Regularly communicate progress and results of continuous improvement projects to senior management
- Maintain a positive and supportive work environment
- Foster a culture of innovation and continuous learning
- Identify key priorities and initiatives to support the team's growth and development
- Collaborate with senior management to define long-term goals and objectives for the customer service department
- Communicate the strategic vision and objectives to team members to ensure alignment and engagement
- Provide mentorship and coaching to team members to support their career advancement and personal growth
- Conduct 1 on 1 sessions with agents where necessary to ensure morale and as a check in on productivity
- Conduct performance appraisal of all agents
- Collaborate with other departments to address shipper issues and improve processes and procedures.
- To conduct recruitment and selection of new staff as the final interviewer.
Requirements
- At least 2 years of managerial or team leader position.
- Prior experience in a client facing role or commercial role required
- Candidates must possess at least a Bachelor’s Degree in any field
- Intermediate excel skills required
- Conflict Management
- Customer Management
- Strategic Service Excellent
- Strategic Implementation
- Public Relation Management
- Excellent communication and interpersonal abilities
- Flexibility to adapt to changing priorities and requirements
- Analytical and problem-solving skills
- Ability to multitask and prioritize in a fast-paced environment
- Skills To Develop People
- Data Analytics
- Demonstrated ability to drive continuous improvement in customer service processes and procedures
- Excellent English communication skills, Malay and Mandarin chinese will be an added advantage
