Manager Digital Operation

3 weeks ago


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 - 5.30 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 3-4 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 problem-solving skills.
- Ability to thrive in a fast-paced 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 state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service 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 state-of-the-art 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**: RM4,500.00 - 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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