Call Centre Operation Manager

Summary:

The ideal candidate will possess a strong aptitude for innovative and strategic thinking, demonstrating a capacity to think outside conventional boundaries and generate creative solutions. They will exhibit exceptional problem-solving skills, leveraging cognitive flexibility to adapt to unforeseen circumstances. A high degree of intellectual curiosity and a commitment to data-driven innovation are essential for success in this role.

Requirements

• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated.
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
• Proven experience as call center manager or similar position.
• Experience in customer service is required.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.).
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with problem-solving ability.
• Positive and patient.

Responsibility

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
• Summarize, collect and analyze call center trends and data for regular performance reports.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Remuneration package:

• Basic: Up to RM14,000 (Based on experienced and performance during interview with open negotiable)
• KPI / Commission: Applicable (Based project assigned)
• Medical & hospitalization covered
• EPF, SOCSO and EIS covered

Working hour:

• General 8 working hour daily (Based project assigned)
• General 5 working days weekly (Based project assigned)
• Off Day: 2 off days & Public Holiday (Based project assigned)

Working location:

• Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.

Job Types: Full-time, Permanent, Contract
Contract length: 12 months

Pay: RM10,000.00 - RM14,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Monday to Friday

Supplemental Pay:

• Commission pay
• Performance bonus
• Yearly bonus

Application Question(s):

• What is your nationality?
• What is your date of birth?
• What is your salary expectation?
• If you hired, what is your availability to join us?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Call Center: 10 years (Preferred)
• Management: 10 years (Preferred)
• Cost management: 10 years (Preferred)
• Financial analysis: 10 years (Preferred)
• Microsoft Office: 10 years (Preferred)
• Data analysis skills: 10 years (Preferred)

Language:

• English (Preferred)
• Mandarin (Preferred)

License/Certification:

• Certified Call Center Manager (CCCM) (Preferred)

Work Location: In person