Operations Manager, Call Center

4 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-benefit, 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**
- Determines 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; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; 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 trends 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.

**Benefits**

**Remuneration Package**:

- up to RM8000.00 (Negotiable)
- KPI allowance

**Working timing**
- Working days: Monday - Friday
- Working time: 9:00am - 6:00pm
- Working Location: Menara Tokio Marine, Jalan Tun Razak, Kuala Lumpur

**Additional Benefits**
- Annual Leave
- Medical and Hospitalisation Leave
- EPF / SOCSO / PCB
- Allowance Provided
- 5 Working Days

Pay: Up to RM8,000.00 per month

**Benefits**:

- Parental leave

Schedule:

- Monday to Friday
- Weekend jobs

Supplemental pay types:

- Performance bonus

Application Question(s):

- How many years in Call Center?
- Do you have any experience as Manager or similar role?
- Availability to join

**Education**:

- Diploma/Advanced Diploma (preferred)

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