Manager, In-house Customer Service

3 weeks ago


Kuala Lumpur, Malaysia JAC Malaysia Full time

Contract type:
- Permanent- Location:
- Kuala Lumpur- Specialisation:
- Hospitality & Tourism- Reference:
- PR/156262- Contact details:
- Angelina Linggi- Job published:
- November 09, 2023 17:51**COMPANY OVERVIEW**
A leading global travel service located in Kuala Lumpur is in search of a skilled individual with strong managerial and leadership abilities, with excellent experience in call centre and customer service. The role involves overseeing and mentoring a team of 40-60 members, as well as enhancing customer satisfaction.**JOB RESPONSIBILITIES**
- Managing and coaching contact center teams of 40 - 60 executives.
- Ensure consistent achievement/exceedance of operational performance measures.
- Enhance customer satisfaction across various channels and products.
- Manage team members’ attendance, absence, attrition, and individual KPI in teams.
- Evaluate team members' performance and behavioral competencies, offering one-on-one coaching for improvement and creating action plans.
- Maximize team productivity and foster a high-performance culture for talent development.
- Analyze and report performance statistics to the Services Manager, providing recommendations for improvement based on identified trends.

**JOB REQUIREMENTS**
- Proficiency in written and spoken English and Malay.
- Over 5 years of experience in leading and mentoring contact center teams with over 40 members.
- Preferred experience with COPC, Six Sigma, or PMP.
- Effective communication skills.
- Proficient in utilizing call center management tools, including monitoring and coaching skills, as well as familiarity with telephone and other relevant technologies.


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