Ensures knowledge is up-to-date by participating in individual and team trainings, meetings and reading the information posted in the Contact Centre’s knowledge management system.
SPM / STPM /certificate holders with at least 5 years of full time work experience, Diploma with at least 2 years of full time work experience and Fresh Degree holder are welcome.
Strong customer service mind set with good communication and excellent problem solving skill.
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Coordinate with stakeholders to gather requirements, manage acceptance of user testing results and content strategy review
Oversee new content implementation into knowledge management portal, coordinate content updates, and implement regular audits to ensure adherence to HPB content writing guidelines, including coordinating ongoing refresher training
Lead comprehensive requirement gathering with stakeholders to identify system improvement opportunities and ensure alignment with business objectives in the tech solutions implementation roadmap for contact centres
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Performance Rewards — Your contributions are recognized with cash incentives and encouragement programs that celebrate success.
Comprehensive Care — We provide employee welfare and benefits designed to support your well-being.
Uphold Company's service values and standards by demonstrating ownership, accountability, empathy and a commitment to delivering outstanding customer service.
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Accuracy: Drive continuous improvement in Forecast Accuracy by analyzing variance drivers such as seasonality, product launches, and policy changes.
Scheduling & Staffing Strategy
In-House Scheduling: Own the scheduling lifecycle for internal Tier 2 teams using ByteWorks. Build and optimize shift patterns that balance business demand with agent work-life balance (including shift swaps/bidding).
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