BPO Contact Centre Manager

4 weeks ago


Malaysia AEON Credit Services (M) Berhad Full time

This job is for a BPO Contact Centre Manager, overseeing the performance and development of the contact center staff and operations. You might like this job because it involves leading and enhancing service quality, processes, and system improvements.

Full-Time

few hours ago

Job Description

Main purpose of job

The main purpose of a Section Head is to lead and supervise BPO Contact Centre Inbound & Outbound Section. To lead the staff and operation into achieving a higher standard in accordance to the SLA. Has the ability to work well between the Unit and the external client and to others internal department.

  • Directly report to Head of Department on overall performance of BPO Contact Centre.
  • Review operation performance and provide new action/planning/strategies to enhance BPO Contact Centre’s Service Quality, processes and system improvements.
  • Develop and execute training module for BPO Contact Centre and look into staff training and development.
  • Ensure customers correspondence and tasks are attended as per SLA.
  • Ensure the operation is in compliance with internal and external policy and guideline as well as BNM requirements.
  • Ensure staffs meet individual KPI and contribute to the department’s overall KRA.
  • Manage, review and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of the Section.
  • Recruit, train & supervise subordinate in multitasking operation.
  • Report on operations performance.
  • Identify operation constraint & possible action plan.
  • Feedback/Complaint management.
Job Requirements
  • Well verse in English & Bahasa Melayu.
  • Bachelor’s Degree in any related disciplined.
  • 8 years direct experience in Contact Center operations with at least 5 years experience in Management level exposure.
  • Good time management.
  • Leadership characteristic and excellent interpersonal skills.
  • Strong analytical skill and able to work under pressure.
  • Manage to work with team environment.
  • Experience in managing outsource contact centre will be an added advantage.
Skills

Call Center Experience

Customer Relationship Management

Banking

Additional Info Company Activity

Last active - 1 hour ago

Experience Level

8 - 10 Years of Experience

Manager / Team Lead

Job Specialisation Company Profile

AEON Credit Service is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. The Company has established a strong presence in Malaysia since 1996 to provide easy payment schemes for purchase of consumer goods and a personal financing scheme based on Syariah principles.

Our business philosophy is based on "Customer Satisfaction" and we strive to make a positive contribution to our customer's lifestyles. AEON Credit has more than 60 branches in East and West Malaysia. In line with our rapid business expansion, we are extending our service network to new locations to better serve our customers.

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