Operation Manager
7 months ago
**Key Responsibilities**:
- 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.
**Qualifications**:
- 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
- Able to mobilize from KL-Melaka
**Salary**: RM4,000.00 - RM6,000.00 per month
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