Supervisor Registration and Scheduling

Job Title : Registration & Scheduling SupervisorReports To : Registration & Scheduling ManagerDepartment : Global Candidate ServicesLocation : Kuala Lumpur, MalaysiaGENERAL SUMMARY:If you are inspired to join an industry that will challenge and reward you, keep reading. Our dynamic Operations Center is currently in search of a Registration and Scheduling - Supervisor for the Registration and Scheduling team to support an American Client. To be successful in this position, our Contact Center Supervisor must demonstrate a focus on motivating and coaching others, as well as leading by example. He/she must demonstrate a sense of urgency, responsibility, independence, confidence, self-motivation, and flexibility. He/she must be extremely detailed oriented and able to manage a team and multiple projects simultaneously. As a key attribute this position focuses on timeliness customer service, with a keen focus on keeping up to date in this ever-changing environment - the only aspect that will remain constant is “change”. DUTIES & RESPONSIBILITIES:Work together with the workforce management (WFM) to monitor real-time performance, including call/email/chat queues, schedule adherence, and make immediate adjustments to ensure service level attainment.Ensure compliance with all operational, regulatory, and client-specific policies, including data privacy, security, and process adherence.Analyze daily, weekly, and monthly performance data to identify trends, gaps, and opportunities for improvement.Prepare and deliver operational reports to senior leadership and key stakeholders, including performance summaries, action plans, and risk assessments.Ensure consistent documentation and updates of standard operating procedures (SOPs), training materials, and workflow guides.Lead a team of 20 direct reports; inspire, coach, develop, and motivate them to ensure they are providing “world class” customer service on all customer interactions, delivering on their commitments, and maximizing their potentialOversee the day-to-day operation of your assigned program(s) and ensure that each individual program goals, such as service level, quality, and staffing, are met and exceeded consistentlyDrive a culture of continuous improvements, new approaches, and personal excellenceCommunicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customerPraise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicableWork constructively with other functional areas throughout the organization, such as your peer group, quality assurance, training, and recruiting, to share ideas and leverage best practices.Develop and audit quality assurance strategies to ensure the delivery of “world class” serviceAvailable to work flexible hours as required.Be an ambassador for the Prometric culture – role model our values in everything you doBe a subject matter expert on the supported programs and area of the client’s business. Earn their respect by demonstrating your knowledge and commitment to their program in all interactions.REQUIREMENTS2-5 years Customer Service / Call Center experience with a minimum of 2 years in a leadership positionOutcome oriented with a commitment to achieving personnel, department, client, and company goalsAbility to work in an ever-changing and fast-paced environment and maintain focus on key priorities despite conflicting demandsImpactful communication both written and verbalMust be able to build a highly engaged, committed and empowered workforceStrong understanding of call center environment and the key levers to enhance performance and achieve financial targetsWork constructively with others to achieve shared goalsSignificant experience with developing others through coaching, actionable feedback and hands-on leadershipMust possess great people skills, able to relate to and motivate people of diverse backgrounds and agesExperience with social media management and providing customer service online via chatApplicants should have a proven track record of performance, with no recent disciplinary issues /warnings