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Call Center Manager

  • Full Time, onsite
  • Lagenda Properties Berhad (Reg. No. 200101000008 (535763-A)
  • Petaling Jaya, Malaysia
Salary undisclosed

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Job Responsibilities:

  • Oversee and manage a team of 10 telemarketers, ensuring daily targets and performance metrics are met.
  • Develop scripts, best practices, and training materials for the team.
  • Monitor calls for quality assurance, providing feedback and coaching to team members.
  • Analyze team performance data and adjust strategies to improve results.
  • Coordinate with the sales and marketing teams to align calling efforts with overall project goals.
  • Manage call schedules and assign leads to ensure effective coverage.
  • Maintain up-to-date knowledge of the real estate projects being promoted.
  • Resolve escalated client issues and ensure high levels of client satisfaction.
  • Report team performance metrics and progress to senior management.

Job Requirements:

  • Proven experience as a Call Centre Manager or in a supervisory role in customer service or telemarketing.
  • Experience managing a team of telemarketers or customer service representatives.
  • Strong leadership and team management skills.
  • Excellent organizational, communication, and motivational skills.
  • Ability to analyze call centre metrics and optimize team performance.
  • Familiarity with CRM systems, telephony, and call management software.
  • Strong problem-solving skills and a strategic mindset.
  • Ability to meet and exceed team performance targets.
  • Willing to be based in Petaling Jaya