Malaysia | #10867| BPO - Operations Supervisor (English & Japanese Speaking)

Majorelは、世界中のクライアントが顧客との関係をうまく形成できるようにサポートしています。 28か国の48,000人を超える従業員が、この目的のためにカスタマイズされたソリューションを設計および実装しています。私たちは人々が大切にし、誇りに思っている素晴らしい顧客体験を生み出します。才能、データ、テクノロジーを組み合わせることで、パートナーに真の影響を与えます。今日の急速に変化する世界は、サービスの提供が難しい場合があります。しかし、真の起業家精神、適応性、そしてさらに前進するという私たちの意欲により、私たちはそれを人と技術を最大限に活用することによって革新する機会と見なしています。私たちは常に最善を尽くします。相互の尊重と信頼は、成功するすべてのビジネスの特徴であり、Majorelでも同じです。

Position Title: Supervisor
Prepared By: Hiring Manager Authorized By: Human Resources
 Create Date: 5.18.2016 Version: 1.0
Page 1 of 3
Department: Operations Reporting to: Operations Manager
Compensation Band/Level: 3A
Company Summary:
Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees 
in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that 
people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. 
Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, 
adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and 
technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment 
to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We 
know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in 
partnership with our clients too.
Position Summary:
This position is responsible for customer service in various languages and through various transaction types (e.g. inbound 
and outbound calls, chat, email, social media, etc.) or back-office work for end customers (B2C and/or B2B) that can 
include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications. This position 
is responsible for supporting frontline (customer facing) associates by handling consult calls, escalations, team supervision 
and other related duties.
Overall Responsibilities: 
• Oversee and supervise a team of agents. 
• Attend required training session for new information and training updates. 
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Provide quality service to both internal and external customers – on and off-line. 
• Assist agents with customer interaction on situations requiring special handling – take customer calls. 
• Ensure open flow of communication between agents, supervisors and management.
• Ensure uniform understanding and adherence to policies, procedures and company programs. 
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports. 
• Ensure agents are continuously kept abreast of operational changes. 
• Conduct employee briefings and meetings. 
• Assure service level standards are met. 
• Monitor system performance and initiate actions to correct system problems. 
• Conduct agent observation and provide feedback. 
• Assist in the development and tracking of employee incentive programs. 
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers. 
• Perform other duties as assigned. 
Position Title: Supervisor
Prepared By: Hiring Manager Authorized By: Human Resources
 Create Date: 5.18.2016 Version: 1.0
Page 2 of 3
Job Requirements:
Knowledge, Skills and Abilities: 
• An assertive, well-organized self-starter with demonstrated sales experience
• Management experience in customer service (or sales or on line retail where relevant) desirable 
• A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
• A detail-oriented professional with exceptional written and verbal communication skills
• Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
• Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer 
service 
• Demonstrate behaviors that support high quality standards
• Recognize trends and escalate information as appropriate
• Problem solving skills; linear and troubleshooting
• Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure 
needs and expectations are satisfied
• Proven track record of success to motive sales/service professionals and exceed performance metrics
• Present information effectively and persuasively across various communication channels
• Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status 
quo.
• Tolerate stressful situations well
• Project a positive and professional image
• College/Associates Degree or Bachelor’s Degree in related field (preferred)
Requirements for Work from Home Employees:
• A separate room/office with a door that can be closed and locked during working hours is required. Guests, family 
members and others may not be present in the designated office area during working hours
• Work conditions of the employee’s residence (office area) are appropriate and safe and must meet the occupational 
safety and health standards for work from home employees
• The designated office area should be reasonably soundproof so that you may work uninterrupted by noise
• Monitors must be able to be positioned in such a way as to not face ground-level windows
• Must have a hardwired high speed home internet connection (DSL, Cable, Fiber) providing a minimum of 10 Mbps 
download and 2 Mbps upload speeds as verified by a speed test. A wireless connection is not permitted
• Designated office area must have a surge protected electrical outlet(s)
Physical Demands & Work Environment: 
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and 
symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is 
occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as 
multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended 
periods of time. The employee must occasionally lift and/or move up to 10 pounds.
Position Title: Supervisor
Prepared By: Hiring Manager Authorized By: Human Resources
 Create Date: 5.18.2016 Version: 1.0
Page 3 of 3
The physical demands described here are representative of those that must be met by an employee to successfully perform 
the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to 
perform the essential functions.
All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be 
assigned as needed.
Standard General Security Roles and Responsibilities
• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the 
protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access 
privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of 
Conduct, Acceptable Use Policy and Confidentiality Agreement. 
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel
Confidentiality policy and Corporate Information Security Policies and Procedures. 
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and 
breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident 
Reporting Process.
• Process personal data, client data and employer business specific data in accordance with customer contracts, 
company guidelines and federal and state requirements.
General sign off:
This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions. 
It indicates the kinds of tasks and levels of work difficulty required of positions given this classification. It is not intended 
as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of any supervisor to 
assign, direct, and control the work of employees under supervision. Nothing contained herein is intended or shall be 
construed to create or constitute a contract of employment between any employee or group of employees and the Company. 
The Company retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this 
document as it deems, in its judgment, to be proper. I have read and understand the requirements of this job description and 
I am able to meet the requirements as listed above with or without reasonable accommodations
 
Employee Name & Signature Date

Majorelは、世界中のクライアントが顧客との関係をうまく形成できるようにサポートしています。 28か国の48,000人を超える従業員が、この目的のためにカスタマイズされたソリューションを設計および実装しています。私たちは人々が大切にし、誇りに思っている素晴らしい顧客体験を生み出します。才能、データ、テクノロジーを組み合わせることで、パートナーに真の影響を与えます。今日の急速に変化する世界は、サービスの提供が難しい場合があります。しかし、真の起業家精神、適応性、そしてさらに前進するという私たちの意欲により、私たちはそれを人と技術を最大限に活用することによって革新する機会と見なしています。私たちは常に最善を尽くします。相互の尊重と信頼は、成功するすべてのビジネスの特徴であり、Majorelでも同じです。