Call Center Manager

6 days ago

Ipoh, Malaysia Wallich Venture Pte Ltd Full time

As a Call Centre Manager, you will oversee the daily operations of our call centre, ensuring excellent customer service and efficient processes. You will lead a team of call centre representatives, managing their performance and development while optimizing call centre technology to meet business goals.

Key Responsibilities
- Manage daily operations, ensuring smooth workflow and adherence to service standards
- Develop and implement call centre policies and procedures
- Manage call centre representatives’ work schedule, manpower planning and budgeting
- Monitor call centre interactions to ensure high-quality customer service and satisfaction
- Address and resolve customer complaints and issues promptly
- Analyse call centre data to identify trends and areas for improvement
- Develop strategies to enhance performance metrics, such as call resolution time and customer satisfaction scores
- Optimize the use of call centre technology and software to improve efficiency
- Prepare regular reports on call centre performance and present findings to management
- Use data-driven insights to make informed decisions and recommendations
- Lead, mentor, and develop a team of call centre representatives, encouraging a positive and productive work environment
- Visit customers to gain insights on service levels and manage service enhancements
- Coordinate with stakeholders internally on service improvements and other service and training related initiatives
- Conduct regular performance evaluations and provide constructive feedback

Requirement
- Diploma/ Bachelor’s Degree in business administration or a related field
- Min. 4 years of experience in call centre management or a similar role
- Proven experience in people management, manpower and shift planning as well as budgeting
- Customer-centric, able to understand customer journey and empathise with customers across different touch points
- Strong interpersonal communication and relationship building skills, capable of bridging differences with people from diverse backgrounds
- Analytical mindset with a focus on data-driven decision-making and problem-solving skills
- Proficiency in call centre software and technology
- A leader and a team player who enjoys working in dynamic and multicultural business environment

**Job Types**: Full-time, Part-time

Pay: RM2,626.40 - RM3,539.00 per month

Work Location: Hybrid remote in Ipoh (Kinta)

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