Operation Manager Contact Centre

3 weeks 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 service metrics.
- Solid understanding of reporting and budgeting procedures.
- Experience in basic financial analysis (cost effectiveness, cost bene fit, etc.).
- Proficient in MS Office and call center equipment/software programs.
- Outstanding communication and interpersonal skills.
- Excellent organizational and leadership skills with problem solving ability.
- Positive and patient.

**Responsibility**
- Determine s call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; pre paring and completing action plans; completing system audits andanalyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Meets call center financial objectives by estimating requirements; preparing an annual b udget;scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains professional and technical knowledge by tracking emerging tren ds in call 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.
- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
- Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
- Develop company systems for customer interaction and voice response and control the implementation process.
- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
- Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
- Summarize, collect and analyze call center trends and data for regular performance reports.
- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

**Remuneration Package**:

- Basic: RM6000.00 - RM8000.00 (Negotiable)
- KPI: Applicable

**Working timing**
- Working days: Monday - Friday
- Working time: 0900 - 1800
- Working Location: Menara Tokio Marine Life, 189 Jalan Tun Razak, 50400 Kuala Lumpur.

**Job Types**: Full-time, Permanent, Contract
Contract length: 12 months

Pay: RM6,000.00 - RM8,000.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Fixed shift
- Monday to Friday

Supplemental pay types:

- Commission pay
- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- What is your nationality?
- What is your date of birth?
- What is your salary expectation?
- If hired, are you able to join 4 June 2024?

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Call Center: 2 years (preferred)
- Call Centre Team Leader: 2 years (preferred)
- Call Centre Telemarketing: 2 years (preferred)
- Call Centre Customer service: 2 years (preferred)

**Language**:

- English (preferred)
- Mandarin (preferred)

Application Deadline: 05/24/2024
Expected Start Date: 06/04/2024

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