Operation Manager

2 weeks ago


Kuala Lumpur, Malaysia CXL Executive Sdn Bhd Full time

**Operation Manager (Inbound) - Immediate Hiring**

**Working Location: Bangsar**

**Working Hour: 8.30 am - 5.30 pm**

**Working Days: Monday - Friday**

**Salary Range: RM 4,000 - RM 6,000**

**Qualification**:

- Bachelor's degree in a relevant field or equivalent experience.5-7 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**:

- Provide strategic and day-to-day leadership for our inbound contact center, ensuring that customer service goals are met and operational efficiency is optimized.
- Utilize advanced data analysis tools and methodologies to track, analyze, and interpret customer support metrics, customer satisfaction data, and team performance.
- Develop, implement, and monitor key performance indicators (KPIs) to evaluate team and individual performance. Use this data to drive continuous improvements and meet or exceed established KPI benchmarks.
- Recruit, train, and lead a high-performing team of customer support agents. Provide ongoing coaching, mentorship, and performance feedback to enhance their skills and motivation.
- Lead and coordinate special projects aimed at process improvement, technology enhancements, and other initiatives to enhance overall customer support operations.
- Continuously assess and improve operational processes to enhance efficiency and customer service quality. Implement industry best practices to streamline workflows and reduce response times.
- Create and maintain comprehensive reports and documentation related to contact center activities, performance metrics, and customer interactions.
- Implement and manage quality assurance programs to ensure consistency and excellence in customer interactions.
- Foster a customer-centric environment where customer satisfaction and retention are paramount. Develop strategies to proactively address customer concerns.
- Effectively manage operational budgets, optimizing resource allocation, and controlling costs without compromising service quality.
- Collaborate with other departments, including IT, to ensure seamless operations and successful system integration.

**Salary**: RM4,000.00 - RM6,000.00 per month

**Benefits**:

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

Schedule:

- Monday to Friday

Supplemental pay types:

- Overtime pay

**Education**:

- Bachelor's (preferred)

**Experience**:

- contact center operation: 5 years (preferred)

Willingness to travel:

- 100% (preferred)



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