Operations Manager

3 days ago

Bandar Sunway, Malaysia Maxis Full time

Are you ready to get ahead in your career?
- We want to empower you to turn your ambitions into achievements.
- We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
- Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
- To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

This role is to manage day to day floor management of the Business Contact Centre team’s performance, in order to meet objectives and targets of the Inbound Contact Centre and the Retention Team.

What are you accountable for?

Inbound Contact Centre (1919):
- 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. - and enhancing service and customer experience.
- Ensure quality assurance standards and the cases managed by the team is of the highest standards through the Touch Point Net Promoter Score and First Contact Resolution measurements; assessed and monitored via QA sampling of cases.
- Manage and resource plan based on the volume and operational needs.- Analyze and improve on work processes - in order to enhance efficiency, service quality and customer experience, whilst driving cost down.- Lead weekly/ monthly support cadence with the Business Teams as part of the performance reviews, in ensuring improvements- Prepares adhoc reports for analysis and trends purposes

Retention Team:

- Align team’s plans with the overall direction of the Enterprise Business team, to ensure key retention plans and objectives are met.
- Measure, track and report on team members’ productivity to keep within the designed KPI targets.
- Drive the utilization of the team, in ensuring optimum campaign effectiveness - managing sales pitch, handling objections and identifying opportunities for improvement.
- Collaborate and engage with the relevant stakeholders to review retention plans and offers are attractive, in order to meet business needs, reporting service trends and improvement opportunities.

People Management:

- Provide regular feedback and coaching to team members; ensuring that they are well informed and kept updated in order to perform well in their roles and able to meet their respective KPIs.
- Extend support to team members by way of guiding/ managing customer escalations when required.

What’s next?

Maxis values 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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