Manager Contact Centre

2 days ago

Petaling Jaya, Malaysia COMMERCE DOT COM SDN BHD Full time

**EDUCATION AND CERTIFICATION**:
1. Bachelor’s degree in MIS, Business or Management

**REQUIRED KNOWLEDGE**:
1. More than 10 years’ experience in Experience in Customer Management Industry or a customer-focused field

**2. Have strong interpersonal skills**:

- Customer Service Skills: adept at courteously interacting with customers and ensuring their requirements are met
- Leadership Skill: able to direct and manage the human resources of a firm in order to achieve set objectives
- Problem-solving Skills: able to provide solutions to customer issues and complaints

3. Certified / Exposed to COPC Standard will be added advantage.

**JOB DESCRIPTION**:
1. Develop and set objectives for day-to-day operations in a Contact Center
2. Oversee the effective management of technological and human resources in order to maximize productivity
3. Recruit, orient, and train Contact Center representatives to deliver high standard customer service
4. Utilize key metrics to evaluate the performance of Contact Center agents in order to identify the need for special training
5. Assign and delegate work tasks to Contact Center agents according to their specialty and current customer demand
6. Address and resolve complex issues escalated by Contact Center representatives
7. Ensure equipment and technological resources required for operations are available and in working order
8. Carry out performance reviews, capacity planning, and technological evaluation to determine action plan for improved operations
9. Develop customer interaction/call handling procedures and policies
10. Prepare annual budgets and schedule expenditures in order to meet the financial objectives of a Contact Center
11. Design and implement standards for customer service operations
12. Prepare and present call operation reports to upper management & clients
13. Collect and analyze Contact Center records and customer service metrics to evaluate general performance
14. Attend educational workshops and review relevant literature in order to maintain an up-to-date knowledge of Contact Center operations management
15. Liaise with the technology department to discuss on resolution plan (temporary & permanent) and timeline for IT incidents and cases.
16. Assist company in business expansion initiatives.
WHO ARE WE
Commerce Dot Com Sdn Bhd (CDC), is an e-commerce service provider incorporated on 21 June 1999. The company has a paid-up capital of RM40,000,001. The government through the Ministry of Finance owns one golden share in the company. It was initially a joint venture between a Malaysian investment holding company, Puncak Semangat Sdn Bhd and a Japanese IT consulting services company, NTT Data Corporation.

What We Do
CDC, through the implementation of ePerolehan has tremendously transformed the public procurement landscape in Malaysia and benefited both the Government and businesses in many ways.

CDC acted as a catalyst for nation building in the country. The implementation of ePerolehan was the driving force of e-commerce in Malaysia. ePerolehan has led to human capital development and technology advancement. ePerolehan also contributed to the development of the small and medium enterprises (SMEs).

Vision
Advancing nations through efficient public eProcurement solutions.

Mission
To continuously provide innovative solutions through service excellence in product, implementation and operations.
Bachelor's or Equivalent

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