Assistant Call Center Manager

Job Descriptions:

This position will be responsible for ensuring the sales admin support team meet their performance goals, maintain high standards of service, and support operational efficiency. The Assistant Manager will assist in supervising the call center staff, monitoring performance, handling customer inquiries, handling order management, sales support and also oversee the invoicing process to ensure timely and accurate billing for customers.

• Handle order management and sales support tasks.
• Assist in managing the day-to-day operations of the call center, ensuring that all customer interactions are handled professionally and in a timely manner.
• Handling staffing and scheduling to ensure adequate coverage during peak hours.
• Assist in managing the invoicing process to ensure accurate and timely billing of customers.
• Review invoices to ensure correctness, completeness, and adherence to company policies & e-Invoicing requirements.
• Collaborate and serve as a liaison with other departments such as Sales, Finance, Logistics, and Warehouse to ensure proper billing for ordered products, addressing discrepancies or customer inquiries related to invoices.
• ensure cross-departmental collaboration to improve both customer service and invoicing efficiency.
• Oversee the preparation and distribution of customer invoices, ensuring that all financial documentations are accurate and compliant with company standards.
• Responsible to train and develop the call center team members to ensure they are well-equipped to perform their duties efficiency.
• Conduct performance reviews and provide constructive feedback to call center team members. Also, assist to implement action plans for performance improvement.
• Assist in generating daily, weekly, and monthly reports on call center and invoicing performance metrics, including call volumes, invoice accuracy, fulfillment and on-time invoice issuance.
• Assist with the preparation of reports for senior management on KPIs related to the call center operations.
• Perform any other assignment as and when required.

Job Requirements:

• Diploma of bachelor's degree in business administration, sales & marketing or equivalents.
• Minimum 5 years of experience in a call center environment, with at least 2 years in supervisory role.
• Experience in sales order management, sales support, invoicing, billing, or finance-related functions is highly desirable.
• Strong understanding of call center operations, including customer service standards and metrics.
• Excellent communication and interpersonal skills, with the ability to engage and motivate teams.
• Attention to detail and ability to ensure accuracy in both customer service and invoicing processes.
• Proficiently in Microsoft Office and call center or invoicing software.
• Ability to work in a fast-paced environment and handle multiple responsibilities effectively.
• Willing to be based in Pulau Indah, Selangor

Job Descriptions:

This position will be responsible for ensuring the sales admin support team meet their performance goals, maintain high standards of service, and support operational efficiency. The Assistant Manager will assist in supervising the call center staff, monitoring performance, handling customer inquiries, handling order management, sales support and also oversee the invoicing process to ensure timely and accurate billing for customers.

• Handle order management and sales support tasks.
• Assist in managing the day-to-day operations of the call center, ensuring that all customer interactions are handled professionally and in a timely manner.
• Handling staffing and scheduling to ensure adequate coverage during peak hours.
• Assist in managing the invoicing process to ensure accurate and timely billing of customers.
• Review invoices to ensure correctness, completeness, and adherence to company policies & e-Invoicing requirements.
• Collaborate and serve as a liaison with other departments such as Sales, Finance, Logistics, and Warehouse to ensure proper billing for ordered products, addressing discrepancies or customer inquiries related to invoices.
• ensure cross-departmental collaboration to improve both customer service and invoicing efficiency.
• Oversee the preparation and distribution of customer invoices, ensuring that all financial documentations are accurate and compliant with company standards.
• Responsible to train and develop the call center team members to ensure they are well-equipped to perform their duties efficiency.
• Conduct performance reviews and provide constructive feedback to call center team members. Also, assist to implement action plans for performance improvement.
• Assist in generating daily, weekly, and monthly reports on call center and invoicing performance metrics, including call volumes, invoice accuracy, fulfillment and on-time invoice issuance.
• Assist with the preparation of reports for senior management on KPIs related to the call center operations.
• Perform any other assignment as and when required.

Job Requirements:

• Diploma of bachelor's degree in business administration, sales & marketing or equivalents.
• Minimum 5 years of experience in a call center environment, with at least 2 years in supervisory role.
• Experience in sales order management, sales support, invoicing, billing, or finance-related functions is highly desirable.
• Strong understanding of call center operations, including customer service standards and metrics.
• Excellent communication and interpersonal skills, with the ability to engage and motivate teams.
• Attention to detail and ability to ensure accuracy in both customer service and invoicing processes.
• Proficiently in Microsoft Office and call center or invoicing software.
• Ability to work in a fast-paced environment and handle multiple responsibilities effectively.
• Willing to be based in Pulau Indah, Selangor