Call Centre Manager Kuala Lumpur
- Location: Kuala Lumpur, Kuala Lumpur, Malaysia
Oversee the accuracy of scheduling against calls forecasting to ensure that Service Level targets are consistently achieved as it impacts customers’ experience.
Liaise with other departments to communicate customers’ feedback and identify systematic delivery efficiency.
Works with Team Managers and supporting departments to establish and manage priorities.
Constantly monitor staffs’ productivity are at optimal level through coaching and resource planning.
Manages staff roster to meet the fluctuations in call demands and programs as well as recommends and adjusts real-time schedule changes based on workload/forecast shifts.
Coach staffs to achieve the agreed Key Performance Indicators and ensuring the staffs have the necessary tools and knowledge to perform the job and to ensure performance standards are met.
Conducts Team Managers’ performance review sessions to identify opportunities and recognize positive behaviors.
Provides regular feedback to staff on productivity and quality results.
Cultivate team spirit, build rapport and the overall staff welfare to build a positive working environment.
Keep abreast with the latest Contact Centre solutions and to implement any system enhancement that will improve customers’ experience or staffs efficiency.
Work with Service Quality and Training Team to identify training needs to improve the staff’s competencies and close any potential service gaps.
Bachelor’s Degree in Business Management / Customer Service Management / Human Resources or any related field.
Minimum 5 years of working experience with proven supervisory and team management experience, preferably in a customer service environment.
Excellent communications skills in English both oral and written.
Advanced skills in Microsoft Office and excellent Power Point presentation skills
Ability to prioritise assignments and meet all deadlines with minimal supervision.
Excellent analytical skills and strong detail orientation.
Able to operate in the fast-paced environment.
All qualified applicants’ kindly contact Ms kiran at 03-2161 2121 or send your resume to email@example.com for the interview appointment. Please be informed that only shortlisted applicants will be notified.
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