CS - Workforce Management (Customer Service)

Customer Service Assistant Manager / Team Leader (Mandarin Speaking)

To be based in Kuala Lumpur, MALAYSIA Contact Centre

About Zeal Group

Zeal Group is an award-winning FinTech organisation offering a variety of products. Founded in 2017, we have grown to a team of 700+ employees across the globe 🌎

With our HQ based in London, our offices and presence are spread across Europe, Asia, North & South Africa, Middle East and South America, with our Technology hub located in Cyprus 🚀

We are a product and people focused company who are passionate about growth, innovative technology, and collaboration 🙌🏼

What you will be doing:

• Responsible for all aspects of analyzing staffing and service level. Monitors daily inbound volumes to ensure service level goals are being met and early detection of staffing deficiencies. Also, managed and tracks agent’s schedules and time-off requests, team attendance and adherence.
• Communicates daily with managers and supervisors regarding schedules. This includes but is not limited to discussing scheduling shortfalls.
• Forecast call volume, e-mail, chat for multiple skills using available system(s) or excel. Performs trend analysis, report creation while meeting forecast accuracy goals.
• Drive WFM process change and continuous improvement of attendance and adherence policy, report creation and automation.
• Oversee internal and external reporting and analytics for CS. To prepare reports, analyzes and ongoing trends/problems which affect KPI achievement and operation efficiency, as and when required by management.
• Collect, analyze and process CS data on daily/weekly/monthly/quarterly/half yearly basis to generate accurate / defined forecasting matrix to improve CC operation efficiency (eg. Change of operation start time).
• Plan and forecast call volume demand to ensure adequate resources for the CS and understand CS operation requirement.
• Continuously developing and enhancing forecasting management to support CS strategies on short-term, medium-term and long-term to meet the Company’s performance standards.

What you will need:

• A bachelor’s degree in a business-related field or equivalent experience.
• Minimum 5 years on-site management experience in large-scale customer service centers, familiar with on-site management, control experience and scheduling experience.
• Good knowledge of MS Excel and analytical skills
• Strong interpersonal and communication skills.
• Independent, sense of responsibility, high commitment, self-starter, and multitasking.
• Fluency in both English and Mandarin (verbal and written) is COMPULSORY.

Rewards in return for your commitment :

• Life Insurance
• Medical Benefit
• Optical Benefit 
• Gym/Fitness Subsidy
• Travel Allowance
• Meal Allowance
• Staff Referral Bonus Program
• Work From Anywhere Policy (T&C applies)
• Hybrid Working (4-days office + 1-day Work From Home)
• Long Service Reward (with Cash Incentives in USD)

Interview process :

• Virtual meet with a member of the TA team – 30 minutes
• Virtual meet with hiring manager – 1 hour
• Final interview with Head of CS - 45mins