Customer Service Contact Centre Manager

6 months ago

Petaling Jaya, Malaysia Sports Direct Full time

**Company Description**
Sports Direct Malaysia is currently looking for Customer Service Contact Centre Manager to join our growing team.

We have developed a new generation of stores as part of our multi channel elevation strategy, to enhance the customer experience at every step of the journey. Our focus is on presenting an unrivalled range of quality products at excellent value in a modern spacious environment. The stores are uniquely zoned by key sports categories which include; SD Football, SD Running, SD Training (fitness, cross training, gym equipment, weights, boxing, yoga), SD Rackets (badminton, tennis, squash), SD Swimming (pool, beach, water sports), SD Sports (basketball, rugby, extreme games, cycling, skates & indoor games), SD Lifestyle (Men, Women & Kids) & SD Outdoor (Hiking, trekking, camping & fishing).

Management
- Use an inspirational leadership style to deliver consistent customer service.
- Performance manage the outputs of the team in line with performance management frameworks and standards, ensuring robust documentation is maintained
- Adhere to the framework of excellence and a work ethic focused on driving the right outcome first time
- Manage key stakeholders in the business through effective planning, organisation and communication.
- Build relationships and work collaboratively with the UK team and integrate the Malaysia teams with the UK ways of working
- Be an active and effective contributor to the management team, contributing to the overall strategy of the Contact Centre Operation.
- Provide guidance and coaching to Team Managers in relation to their People Management skills
- Drive best practice in People Management tasks such as performance management and regular 1:1s
- Identify and promote best practice whilst developing both the Customer service and Supporting teams.
- Design and manage deployment of Contact Centre improvements which promote innovation and excellence
- Develop, manage and ensure operational teams achieve key service metrics and maximise sales opportunities.
- Ensure all stakeholders receive clear information contact centre re planning, forecasting of promotions and sales campaigns in the contact centre
- Be accountable for the co-ordination and production of associated reporting relating to Contact Centre operations.
- Establish, promote and develop effective relationships within the business to drive a multichannel strategy.
- Monitor and manage the attendance and conduct of the teams, ensuring that all relevant return to work interviews and behavioral/conduct issued are documented/completed and taking the appropriate and timely action

**Qualifications**
- Able to demonstrate Frasers Values:

- Own it and back yourself - will take pride in what you do with confidence, but not overconfidence. It’s important you take ownership of your decisions, stand by your convictions and reason with contradiction.
- Think without limits and take the team with you - See the possible in impossible and will be open-minded and humble, not afraid to take a risk if it’s the best option for the business.
- Don’t hesitate and act now - ask for forgiveness - not permission. You will be comfortable juggling multiple projects acting both decisively and instinctively without support from managers.
- Be commercial and customer-focused - be creative and analytical, balancing big-picture trends and detailed commercial performance. You will have a forensic commercial mindset, always considering the commercial impact of any decision.
- Contact Centre experience
- Significant experience in a similar environment
- Able to adjust to changing priorities
- Positive mindset and attitude
- Proven history of driving and managing change
- Build relationship/collaboratively
- Retail specific customer services experience
- Business, Management or Retail degree
- Experience with WFM system

**Additional Information**
- A relaxed dress policy
- 20% off for all group brands including family*
- 5 days work week

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