Supervisor Desk Control

• Real-time on the floor monitoring: Monitoring agent performance in real-time to ensure that service levels are being met on a daily basis.
• Agent Performance reporting: Maintaining reports on service levels, agent performance, and other key metrics to provide insights on agent key performance, including to propose the call center budgeting to CE Sr. Manager.
• KPI - score card performance: Responsible based on the performance evaluation from QA team as baseline to conduct agent's performance review on periodic basis (as needed), including to review the incentive scheme on periodic basis.
• Working closely with Operational Excellence, CE Trainer, Operations, Product and other relevant stakeholders that related into it on operational dailies.
• Point of contact of BPO - on a daily basis.
• Floor Management: Overseeing the agents during their shifts, ensuring that they follow their schedules and work productively. This includes managing breaks and leaves, shift changes, and assisting with any technical issues that arise during their shift.
• Agents Scheduling and Adherence: Creating work schedules for agents to ensure adequate staffing levels at all times, includes managing shift patterns, time-off requests, absenteeism, adjusting staff or resources to meet demand, and ensuring compliance with labor laws.
• Queue Management: Monitoring queues, ensuring that service levels are met and that agents are not overburdened with calls, and may also escalate staffing needs in case of delays or surges in interaction volume.
• Agent Coaching and Performance Management: Providing immediate feedback to agents on their performance. This may include monitoring adherence to scripts, quality standards, and customer service best practices.
• Incident Management: Handling real-time issues such as system failures, agent absences, or sudden changes in call volume and act as the immediate point of contact for operational problems on the floor.
• First point of contact: 1st point of contact of agents look up for any product & process questions.
• Ensure that call center agents adhere to quality standards in areas such as call handling time, resolution rates, and customer satisfaction.

• 
  Bachelor's degree in Business Administration, Communication Science, Tourism & Hospitality, Information System, or related field.
• 5+ years of experience in operations management within the customer service and contact center industry, with a focus on financial services industry would be advantage
• Strong understanding of the customer service - call center infrastructure, and deep knowledge of the CRM tools in the contact center industry.
• Having experience in working with BPO / Vendor CRM tools to support contact center daily activities.
• Proficient in using call center management tools, any of the CRM systems, and other specialized software or platforms, order management systems, and back-office admin panel tools to track, process, and monitor customer activities.
• Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
• Excellent analytical skills with the ability to identify opportunities, solve complex problems, and make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization within a multi-national setting.
• Demonstrated track record of driving process improvement initiatives and implementing best practices.

Work Environment Details:

• Attractive compensation package - competitive salary, flexible bonus scheme.
• We are always looking for ways to promote and inspire innovation. So, come build your dream with us.
• Individual career path - management and technical career growth, enhanced by learning and development program, regular performance assessment, teams of multi-national IT professionals.
• Healthy work environment - company-sponsored medical program and beverage program.

• Friendly policies to support work-life balance, team building, and celebrations.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pluang Company Overview
Empower millennials to achieve financial freedom through a diversified range of simple investment options. At Pluang, it is our dream to provide access to all financial products and investment options in a simple and easy way. People from any background should be able to access the financial products market.

Supported by robust technology, Pluang empowers you to achieve future financial freedom. Our user-friendly application helps you make financial investments with a very low budget but high return. Pluang is affiliated with PG Berjangka, which has a trading license from Bappebti.