Manager Contact Centre

2 days ago

Petaling Jaya, Malaysia COMMERCE ACCESS SDN BHD Full time

**EDUCATION AND CERTIFICATION**:
1. Bachelor’s degree in MIS, Business or Management

**REQUIRED KNOWLEDGE**:
1. More than 10 years’ experience in Experience in Customer Management Industry or a customer-focused field

**2. Have strong interpersonal skills**:

- Customer Service Skills: adept at courteously interacting with customers and ensuring their requirements are met
- Leadership Skill: able to direct and manage the human resources of a firm in order to achieve set objectives
- Problem-solving Skills: able to provide solutions to customer issues and complaints

3. Certified / Exposed to COPC Standard will be added advantage.

**JOB DESCRIPTION**:
1. Develop and set objectives for day-to-day operations in a Contact Center
2. Oversee the effective management of technological and human resources in order to maximize productivity
3. Recruit, orient, and train Contact Center representatives to deliver high standard customer service
4. Utilize key metrics to evaluate the performance of Contact Center agents in order to identify the need for special training
5. Assign and delegate work tasks to Contact Center agents according to their specialty and current customer demand
6. Address and resolve complex issues escalated by Contact Center representatives
7. Ensure equipment and technological resources required for operations are available and in working order
8. Carry out performance reviews, capacity planning, and technological evaluation to determine action plan for improved operations
9. Develop customer interaction/call handling procedures and policies
10. Prepare annual budgets and schedule expenditures in order to meet the financial objectives of a Contact Center
11. Design and implement standards for customer service operations
12. Prepare and present call operation reports to upper management & clients
13. Collect and analyze Contact Center records and customer service metrics to evaluate general performance
14. Attend educational workshops and review relevant literature in order to maintain an up-to-date knowledge of Contact Center operations management
15. Liaise with the technology department to discuss on resolution plan (temporary & permanent) and timeline for IT incidents and cases.
16. Assist company in business expansion initiatives.
Company Overview
The Journey

Commerce Access Sdn. Bhd. was established in 2009 as part of the CDC Group of Companies. Our core focus is to provide Integrated Customer Services (ICS) to support our internal and external clients.
It is our strategy to provide first line of sales and support using multichannel integration platform that will bring greater customer experience to all our clients. Our ICS brings together three core services that include; Contact Centre Outsourcing, Business Counter Services and Training Facilities.
Through our multichannel integration platform, we bring together various types of talents, best practice business processes and technologies with the common objective of providing holistic and unified solutions for our clients.
The Discovery
We have extensive experience and success in meeting our client’s objective in the areas of revenue generation and customer retention. Our developed methodologies and solutions, industry leading technology, and talented team ensure that you stay ahead in your industry by building lasting relationships between you and your clients.
Bachelor's or Equivalent

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