SPE – Cognizant Malaysia
Role Summary
The SPE - BD Direct Support (Cantonese Speaker) is responsible for overseeing a team to ensure efficient and accurate operations. This leadership role involves managing team performance, implementing process improvements, and delivering exceptional service while aligning with organizational goals and regulatory standards.
Job Description
In this role, you will supervise a team, set performance goals, and handle complex cases escalated by representatives. You will collaborate with the Hong Kong team and provide guidance and support to representatives in service delivery and daily operations.
Key Responsibilities:
- Oversee team performance to ensure efficient operations.
- Implement process improvements to enhance service delivery.
- Manage complex cases escalated by team representatives.
- Collaborate with the Hong Kong team to align on service standards.
- Set performance goals and monitor team progress.
- Provide guidance and support to representatives in daily operations.
- Deliver exceptional service while adhering to regulatory standards.
Job Requirements
3 to 5 years of call center experience, including 2 years in a people management role.
Good interpersonal and problem-solving skills.
Strong commitment to delivering quality customer service.
Responsible, well-organized, and attentive to details.
Proactive, mature, positive, and decisive.
Professional telephone manner.
Quick Info
Company
Cognizant Malaysia
Location
Kuala Lumpur
Salary
—
Skills Required
7 skills
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Required Skills
Leadership
Team Management
Process Improvement
Customer Service
Problem Solving
Interpersonal Skills
Communication
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