Inbound Contact Centre Manager

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia TIME's group Full time
  • To ensure the achievement of inbound customer service targets by managing the performance of staff and processes effectively across all shifts and countries
  • To drive sales growth in line with targets, ensuring that processes and employee skills are geared towards the maximising of conversion rates
  • To provide leadership to ensure inbound target achievements in line with customer service benchmarks and the company's vision and values
  • To establish plans and strategies to continually improve sales and customer service techniques and processes in line with business objectives
  • To ensure appropriate staff rota provision globally to achieve business KPIs.

Key responsibilities and tasks:

  • Review inbound management control systems (processes/procedures), updating/maintaining as appropriate and ensuring that KPIs and other performance metrics are relevant, realistic and meet business requirements
  • Review, maintain and drive sales strategies, action plans, processes, techniques and scripts in order to maximize quote conversions to confirmed bookings and thereby grow sales revenue
  • Project manage the introduction of new services and other significant changes and ensure that action plans and training programs are synchronized across the Business Centres
  • Implement change management programs to increase sales, efficiencies and customer satisfaction
  • Manage the performance and development of direct reports, ensuring that they in turn are managing and developing their direct reports effectively
  • Act as a coach, mentor and trusted source of advice to all inbound staff
  • Ensure that communications and engagement are effective across the inbound team to promote good sales and customer service performance and levels of motivation
  • Monitor and measure target and objective achievements and report regularly to the Global Business Centre Manager within the established strategy and against KPIs and deliverables
  • Drive a culture of continuous improvement within the inbound team by reviewing existing practices and working with others to identify and implement changes that will bring measurable benefits
  • Manage quality assurance processes and programs and demonstrate achievements of KPIs
  • Ensure appropriate rota provision is in place within the inbound team to meet customer demand; manage challenges to the rota provision (eg, sickness absence, poor timekeeping) effectively
  • Participate in financial management tasks such as forecasting sales, comparing actual to budget figures and controlling departmental expenditure within agreed budgets.
  • Ensure that activities meet organizational requirements in relation to health and safety, legal stipulations, environmental policies and general duty of care
  • Ensure that website content and other communications with customers provide accurate and relevant informational that is essential and useful to customers
  • Ensure, in conjunction with the Inbound Contact Centre Manager, that the contact centre's IT systems are effective, efficient and fit for purpose
  • In conjunction with the Outbound Contact Centre Manager, manage the daily operations within the KL building
  • Provide cover for the Outbound Contact Centre Manager's duties in their absence (annual leave, sickness, etc).

Qualifications and Knowledge:

· Educated to Degree level or equivalent in business, Information technology or similar field.

· Fluent in English

· At least Seven years previous management/leadership experience of a multi-site contact centre operations

· International experience; ideally having lived and worked in another country

· Strong leadership, management and communication skills, outstanding people management skills with strong motivational skills and ability to demonstrate focus on building high morale within a diverse workforce.

· Demonstration of excellent integrity and people skills building effective teams and supporting systems.

· Extremely results-focused and able to connect business strategy with implementation, effectively.

Your application will include the following questions:

Do you have customer service experience?

How many years' experience do you have as a Contact Centre Operations Manager?

Have you worked in a call centre before?

How would you rate your English language skills?

Which of the following Microsoft Office products are you experienced with?

Which of the following languages are you fluent in?

Are you willing to undergo a pre-employment background check?

How many years' experience do you have as a manager / team lead?

Seven Seas Worldwide is the global personal relocating specialist assisting people when they move nationally or internationally providing certainty and peace of mind for those seeking new challenges elsewhere. Seven Seas Worldwide is a dynamic global company that is dedicated to relocating their discerning customers so that they can concentrate on getting on with their lives.

Seven Seas Worldwide was established in 1996 by a dynamic and driven management team and has since grown to be the leader in its industry. The company has established a global network of operations serving the international relocation community and has plans to aggressively grow this further

Seven Seas Worldwide is the global personal relocating specialist assisting people when they move nationally or internationally providing certainty and peace of mind for those seeking new challenges elsewhere. Seven Seas Worldwide is a dynamic global company that is dedicated to relocating their discerning customers so that they can concentrate on getting on with their lives.

Seven Seas Worldwide was established in 1996 by a dynamic and driven management team and has since grown to be the leader in its industry. The company has established a global network of operations serving the international relocation community and has plans to aggressively grow this further

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