Executive - Operation Improvement (Contact Centre Dept.)

Important Note:

This position will initially be based at Bangsar South, with plans to relocate the team to the Cheras Maluri area by early January 2025. Candidates should be prepared for this change in work location.

Main purpose of the job:

The main purpose of an Operations Improvement Executive is to improve Contact Centre Department function in term of system enhancements, overall work processes, and ensuring contact centre is in compliance with the company policy and procedures.

Job Description:

• Ensure the operation is in compliance with internal policy and guideline as well as BNM requirements.
• To study feasibility and evaluate viability of new projects prior to undertaking the projects.
• Coordinator for DPR, IMS and BNM guidelines to ensure Customer Care HQ and Regional are compliance to the procedures and guidelines.
• Assisting Teams meets individual KRA and contribute to the department’s overall KRA.
• Manage, review and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of the Section.
• To review all work procedures from time to time and update it accordingly.
• To develop quality proposals and Business Requirement Document write-up for system enhancement / improvement.
• To ensure full involvement in User Acceptance Test with quality Test Scripts before launching system enhancement/improvement.
• Identify operation constraint & possible action plan
• To assist Contact Centre Department on operation improvement/projects.

Job Requirements:

• Well verse in English & Bahasa Melayu.
• Diploma or Bachelors Degree in any related disciplined.
• Direct experience in Contact Centre operation will be added advantageous.
• Good time management.
• Good communications and interpersonal skills.
• Strong analytical skill and able to work under pressure.
• Manage to work with team environment.