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Subang Jaya

    Manager, Shipper Support - Subang Jaya, Malaysia, Selangor - Ninja Van

    Ninja Van
    Ninja Van Subang Jaya, Malaysia, Selangor

    4 days ago

    Ninja Van background
    Full time
    Description

    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
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