Manager, Workforce Management (Mandarin and English Support)Who We Are:Centauri Services and Technology Sdn. Bhd provides customer support and back end support services to OK Group, an international conglomerate specialising in fintech and blockchain technology. The OK Group is most well known for OKX-one of the world's largest digital assets exchange platforms.
In recent years, OKX has developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments.
What You'll be Doing:Analyze and summarize historical business consulting data to establish guidelines, aligning with future company strategies, business forecasts, and new project requirements. Develop and implement an on-site service management and monitoring system.
Plan and manage manpower estimation and scheduling for the customer service center. Forecast, control, and monitor business volumes, optimizing workforce deployment to ensure maximum efficiency and minimize operational costs.
Utilize on-site regulations and closed-loop mechanisms to reduce operational risks and enhance departmental efficiency and stability. Establish an on-site operation framework and provide timely feedback on manpower control for front-end business operations.
Address business emergencies and incidents by creating an on-site abnormality and emergency monitoring system. Develop a response mechanism, collaborate across resources, and enhance risk response strategies for the service domain.
What We Look For in You:Bachelor's degree or above.
Proficiency in English and Mandarin to liaise effectively with China/Hong Kong Mandarin-speaking counterparts.
Over 5 years of on-site management experience in large-scale customer service centers, with strong expertise in call center resource planning, forecasting, scheduling, and operations.
Familiarity with call center on-site management systems, coupled with strong insight and the ability to handle emergencies effectively.
Strong data sensitivity and analytical skills, with the ability to identify, analyze, and solve problems.
Excellent coordination and communication skills, with proficiency in Excel, Word, and other relevant tools.
Willingness to work in Tun Razak Exchange (TRX), within walking distance of the MRT TRX station.#J-18808-Ljbffr