Manager, Shipper Support

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