Location:  Megan Avenue 2, Kuala Lumpur (MRT/ LRT accessible) Working Arrangement:  5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day) What You Will Deliver Oversee the day-to-day operations of the center Allocate manpower resources effectively across all shifts Motivate frontline team members to consistently improve performance Ensure KPIs are met in accordance with company guidelines and standards Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team Manage team performance, including handling underperformers and outliers through performance improvement plans Handle customer complaints and issues via email and various online platforms Deliver professional customer service to ensure a positive experience for all customers Handle both inbound and outbound customer calls if required Who You Are Holder of an Associate’s Degree or higher Minimum 3 years of experience in a call center (experienc...