Operation Manager, Call Center
6 months ago
**About Us**
We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
**In this Role, you’ll get to**
- To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;
- Maintain and improve customer satisfaction across all channels and products by driving NPS and CSAT
- Accountable for managing absence, attrition and adherence within the teams;
- Measuring performance of the key Team Members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans;
- Responsible for maximizing team productivity;
- To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place;
- Analyze, interpret and report to the Services Manager on performance statistics identifying trends and presenting appropriate recommendations for improvements;
- Developing excellent working relationships across all functions within the business and management of conflict resolution;
**What you'll Need to Succeed**
- 5+ years managing and coaching contact center teams more than 50 members
- Understanding different cultures, international background and experience working in a diverse environment is preferred.
- Driving key Contact Center metrics which includes Efficiency and Quality
- Managing various support functions such as Trainers, Quality Controllers and Workforce Management
- Driving key improvements beyond direct reports, ensuring key initiatives are implemented at all levels
- COPC/6 Sigma/LEAN/PMP experience is preferred;
- Commitment to excellence;
- Committed to data driven decision making and result oriented;
- Clear communication skills;
- Solid knowledge of call center management tools includes monitoring skills, coach skills, telephone and other technology etc.
- Ability to deliver quality results under pressure;
- Fluent spoken and written English and Malay;
- Proficient in MS office tools as well as various contact center systems and reporting tools;
What’s more?
- Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
- Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
- We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
- We encourage flexible work arrangement
Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish
Have a good trip, and see you soon
-
Operations Manager, Call Center
6 months ago
Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time**Requirements** - High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated. - Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus. - Proven experience as call center manager or similar position. - Experience in customer service is required. - Knowledge of performance evaluation and customer...
-
Call Center Operations Manager-mandarin Speaker
7 months ago
Kuala Lumpur, Malaysia growthfn Full timeAs the Call Center Operations Manager, you will be responsible for overseeing the daily operations of our call center, ensuring smooth and efficient performance. You will manage a team of call center agents, monitor performance metrics, and implement strategies to improve customer service and productivity. **Responsibilities**: - Manage day-to-day...
-
Call Center
6 months ago
Kuala Lumpur, Malaysia Merchantrade Asia Sdn Bhd Full time**Responsibilities**: - Attend to and answer inquiries from customers by clarifying desired information researching locating, and providing the desired information. - Resolve problems and complaints by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems. - Provide customers...
-
Guest Service Call Center Manager
6 months ago
Kuala Lumpur, Malaysia Marriott International, Inc Full time**Job Number** 24104227 **Job Category** Reservations **Location** Sheraton Imperial Kuala Lumpur Hotel, Jalan Sultan Ismail, Kuala Lumpur, Wilayah Persekutuan, Malaysia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Oversees daily call center operations to ensure that guests...
-
Insurance Call Center
6 months ago
Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time**Requirements** - Good communication in Malay & English - Mandarin speaker are welcome - Excellent telephone etiquette (professional, confident and patient) **Additional advantage**: - PCEIA [Pre Contract Examination for Insurance Agents] - PCIL [Pre Contract Examination for Life Insurance Agents and Investment-Linked Life Insurance...
-
Telemarketer-insurance Call Center
6 months ago
Kuala Lumpur, Malaysia Chrisjac Recruitment Services Full time**Position: Telemarketer-Insurance Call Center.**: - **Salary: RM 2000-2500.**: **Introduction** An insurance company in Kuala Lumpur is looking to hire Telemarketers at their Call Center. The primary purpose is responsible for customer service inquiries that have been received from external customers. **Job role and responsibilities** As Telemarketer,...
-
Telemarketer-insurance Call Center
7 months ago
Kuala Lumpur, Malaysia Chrisjac Recruitment Services Full time**Position: Telemarketer-Insurance Call Center.**: - **Salary: RM 2000-2500.**: **Introduction** An insurance company in KL is looking to hire Telemarketers at their Call Center. The primary purpose is responsible for customer service inquiries that have been received from external customers. **Job role and responsibilities** As Telemarketer, your role is...
-
Telemarketer-insurance Call Center
6 months ago
Kuala Lumpur, Malaysia Chrisjac Recruitment Services Full time**Position: Telemarketer-Insurance Call Center.**: - **Salary: RM 2000-2800.**: **Introduction** A long established insurance company in KL is looking to hire Telemarketers at their Call Center. The primary purpose is responsible for customer service inquiries that have been received from external customers. **Job role and responsibilities** As...
-
Team Leader, Call Center
6 months ago
Kuala Lumpur, Malaysia Trip.com Group Full time**About Us** We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller. **In this Role, you’ll get...
-
Call Center
6 months ago
Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time**Requirements** - Good communication in Malay & English - Mandarin speaker are welcome - Excellent telephone etiquette (professional, confident and patient) **Additional advantage**: - PCEIA [Pre Contract Examination for Insurance Agents] - PCIL [Pre Contract Examination for Life Insurance Agents and Investment-Linked Life Insurance...
-
Call Center Customer Service Officer
6 months ago
Kuala Lumpur, Malaysia Agensi Pekerjaan ASK Resources Sdn. Bhd. Full time**_The company:_** **_ Our client is a subsidiary of a largest branch network of any foreign bank operating in Malaysia. We are seeking passionate, dynamic, self-motivated individuals who are driven towards achieving performance excellence. As a leading bank in Asia-Pacific, we offer challenging opportunities to meet your career aspirations._** Job...
-
Team Leader, Call Center
6 months ago
Kuala Lumpur, Malaysia Trip.com Group Full time**About Us** We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller. **Introduction **In this Role,...
-
Call Center Agent
6 months ago
Kuala Lumpur, Malaysia Brandt International Sdn Bhd Full timeProcess all facility repair work request that come through the call center. - Answer service requests and track, monitor and report on the status of all maintenance, repair work generated. - Input and maintain data in the computerized maintenance management system. - Update and input daily task sheets received from contractors. - Contact suppliers for...
-
Call Center Operation
6 months ago
Kuala Lumpur, Malaysia Safeguards Corporation Full timeMonitor, coordinate, track, respond and manage security events and incidents according to prescribed procedures and processes, and provide real-time situation awareness to key stakeholder(s). - Manage all inbound and outbound simultaneous omnichannel communications in a timely and professional manner, and processing requests in accordance to the prescribed...
-
Customer Service Associate
7 months ago
Kuala Lumpur, Malaysia WORQ Coworking Space Full timeMore than 2 years experienced in a same BPO/Call center - Able to work in fast pace environment - Understand the nature of Call Center **Job Type**: Contract Contract length: 6 months **Salary**: RM2,000.00 - RM3,500.00 per month Schedule: - Monday to Friday Supplemental pay types: - Overtime pay
-
Quality Auditor
6 months ago
Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time**Requirements** - **Must have** at least 2 years’ experience in **Contact Centre**: - Previous auditing experience an added advantage - **Mandarin Speaker** are welcome - Above average skill handling MS office - Minimum **Diploma** holder - Quality call auditing with the implementation of corrective action programs - Product or industry-specific...
-
Center Manager
6 months ago
Kuala Lumpur, Malaysia Agensi Pekerjaan Line Recruits Sdn Bhd Full timeEnsuring the maximization of center revenue and profit and maintaining a consistently high standard of customer service in the center. - To ensure we set the correct selling strategy and highlighting any potential obstacles to occupancy immediately to the Director. - Ensure a consistently high standard of presentation is maintained for all the department and...
-
Group Leader, Call Center
6 months ago
Kuala Lumpur, Malaysia Trip.com Full time**About Us** We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller. **In this Role, you’ll get...
-
Call Center Team Leader
6 months ago
Kuala Lumpur, Malaysia Brandt International Sdn Bhd Full time_Position - Call Center _**Team Leader (Digital Banking) - Mandarin Speakers**_ - Working Location - CP Tower Section 16, Phileo Damansara, Petaling Jaya_ - Working hours - 24-7 rotation shifts._ - **Job Requirement**:_ - _Possess a Diploma or Degree in related fields._ - _Minimum 2 years of experience as Team Leader in a contact centre environment._ -...
-
Group Leader, Call Center
6 months ago
Kuala Lumpur, Malaysia Trip.com Group Full time**About Us** We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller. **In this Role, you’ll get...