Specialist, Workforce Management (Mandarin and English Support)

2 Days ago • 2 Years +

About the job

Summary_{By Outscal}

Who We Are:

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have 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. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.

We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.

What You'll be Doing:

Responsible for on-site real-time management, monitoring business changes, deploying manpower in a timely manner to ensure stable and up-to-standard connections. Continuously improving the satisfaction of omni-channel service experience.
Responsible for manpower assessment, recruitment needs assessment and reporting. Match scheduled resource with actual needs to define the operating potentials and feedback to the scheduling team.
Output and optimize real time coordinating models/ tools to help ensure smooth business operations.
Timely analyze the on-site delivery metrics and improve continuously.
Strengthen business communication with the on-site operation team, business operation supporting team, provide required data support, collect employee feedback, and continuously optimize scheduling management and on-site control.

What We Look For in You:

Bachelor‘s degree or above.
Excellent command of spoken and written English and Mandarin as the role requires to deal with China/ Hong Kong Mandarin speaking counterparts.
Minimum 2 years on-site management experience in self-operating large-scale (at least 100+ agents) customer service centers, familiar with on-site management and monitoring and coordinating experience. Familiar with the operation mode and characteristics of call centers.
Sensitive to data management, possess data analysis capabilities and able to adjust and improve products and on-site operation strategies in a timely manner through the collection, induction, and analysis of on-site operation data. Advanced excel skills are required and proficient SQL/Python is welcome.
Proactive, meticulous and patient in work with good communication and coordination skills. Good stress tolerance with strong sense of responsibility and execution, and excellent teamwork skills.
Willing to work in Tun Razak Exchange, walking distance to MRT TRX.
Willing to take turns on duty between 9~18 and 15~24 (with 2 off days per week) to support the business success in long term.

Benefits & Perks:

Competitive remuneration package (Basic Salary + Shift Allowance)
Meal allowance up to RM 500/ month
Unlimited transport allowance (T&C apply)
Monthly team building
RM 2,500 training & wellness benefits per annum
Yearly bonus
Convenient workplace (5 minutes walk from MRT TRX)
Insurance coverage for employees & dependants
Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed
Employee engagement, recognition and appreciation program
Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations