Overview

• Salary

  4,000 MYR ~ 5,800 MYR

• Industry

  Utilities

• Job Description

  1. Team Management
  ・Manage, motivate, and supervise a team of 15 agents.
  ・Create and manage shift schedules to ensure 24/7 coverage.
  ・Run daily briefings to keep the team aligned on security standards.
  
  2. Performance Tracking
  ・Track team KPIs (Response time, Accuracy, Customer satisfaction).
  ・Review calls/alerts to ensure quality.
  ・Report performance results to management.
  
  3. Coaching & Training
  ・Train new team members on SOPs and security systems.
  ・Provide regular coaching to help agents improve their performance.
  ・Support team members through structured development plans.
  
  4. Incident & Escalation Handling
  ・Handle complex customer complaints and emergency escalations.
  ・Ensure all actions meet security and company standards.
  
  5. Operational Support
  ・Coordinate with other departments (Technical/Field teams) to solve issues.
  ・Ensure compliance with all internal processes.