Manager Digital Operation

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia CXL Executive Sdn Bhd Full time

Manager Digital Operation (SocMed & Live Chat) - Immediate Hiring

Working Location:
Bangsar


Working Hour: 8.30 am pm

Working Days:
Monday - Friday


Salary Range:
RM 4,500 - RM 5,500


Qualification:

  • Bachelor's degree in a relevant field or equivalent experience.
  • Minimun 34 years of experience in contact center operations, with a proven track record of leadership, team management, and project management.
  • Strong proficiency in data analysis and the use of relevant software tools (e.g., Excel, data analytics platforms).
  • Exceptional understanding of KPIs, performance metrics, and project management methodologies.
  • Demonstrated ability to develop, coach, and motivate teams to achieve and exceed targets.
  • Excellent communication, interpersonal, and problemsolving skills.
  • Ability to thrive in a fastpaced and dynamic work environment.
  • Experience with contact center technology, customer relationship management (CRM) systems, and project management tools is highly desirable.
  • Certified Contact center professional / Customer Experience will be an added advantage

Job Descriptions:

  • Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating stateoftheart technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customerservice standards; contributing information and analysis to organizational strategic plans and reviews.
  • To verify and review performance management report by ensuring all measurement data are collected, useable and with integrity for accurate implementation of action plans for contact center improvement.
  • Review contact center systems by reviewing in customer's interaction and voice response systems, and voice networks; providing feedback on user interfaces; involve in user acceptance test plans; planning and controlling implementations.
  • Maintains and improves contact center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
  • Accomplishes contact center human resource objectives by administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Review contact center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking stateoftheart practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Job Type:
Contract

Contract length: 12 months

Salary:
RM4, RM5,500.00 per month

Benefits:

  • Health insurance
  • Parental leave
  • Vision insurance

Schedule:

  • Monday to Friday

Education:

  • Bachelor's (preferred)

Experience:

- call centre: 4 years (preferred)

Ability to Commute:

  • Kuala Lumpur (required)

Willingness to travel:

  • 100% (preferred)
Expected Start Date: 11/20/2023
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