Operations Team Lead

6 days ago


Subang Jaya, Selangor, Malaysia MAXIS Malaysia Full time

We're seeking an experienced leader to join our Operations team as a Contact Centre Management Professional.

Job Summary:

This role is responsible for managing day-to-day floor management of the Business Contact Centre team's performance, meeting objectives and targets of the Inbound Contact Centre and the Retention Team.

Key Responsibilities:
  • Manage the inbound teams of the Business Contact Centre in order to meet the Service Level objectives - ensuring customers' enquiries and complaints are attended to promptly, as well as resources to manage the contact centre operations.
  • Actively ascertain the Voice of Customers, in identifying issues and resolutions, as well as working with the Business Teams on improvement opportunities on systems and processes - enhancing service and customer experience.
  • Ensure quality assurance standards and the cases managed by the team are of the highest standards through the Touch Point Net Promoter Score and First Contact Resolution measurements; assessed and monitored via QA sampling of cases.

What You'll Be Doing:

  • Leading weekly/monthly support cadence with the Business Teams as part of the performance reviews, ensuring improvements.
  • Prepare adhoc reports for analysis and trends purposes.

About Us:

We value diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.


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