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Jobs or company...

J148-Call Centre Operation Manager

  • Full Time, onsite
  • Agensi Pekerjaan VR Excellent (M) Sdn Bhd
  • Kuala Lumpur, Malaysia
RM 14,000 - RM 14,000 / month
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J148-Call Centre Operation Manager

Kuala Lumpur, Kuala Lumpur

Up to RM14,000 Per Month

Company Highlights

  • Annual increment, performance bonus, medical & hospitalization covered.
  • Excellent opportunities for career advancement.
  • Accessible by public transport (Ampang Park MRT/LRT station).

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 a call center manager or in a 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.

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.

Responsibilities

  • 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 and improves operations by tracking emerging industry trends in call center operations, developing professional relationships and networks; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Additional Responsibilities

  • Establishing a high standard for productivity, quality, and customer service as well as defining user guidelines.
  • Developing company systems for customer interaction and voice response and controlling the implementation process.
  • Managing and improving call center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.

BenefitsRemuneration Package:

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

Working Hours:

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

Working Location:

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

Additional Benefits:

  • Annual Leave
  • Medical and Hospitalization Leave
  • EPF / SOCSO / PCB
  • Annual Bonus
  • Training Provided
  • Allowance Provided
  • Performance Bonus
  • 5 Working Days
  • Company Trip
  • Medical Insurance

Job Types: Full-time, Permanent

Pay: Up to RM14,000.00 per month

Benefits:

  • Additional leave
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Supplemental Pay:

  • Yearly bonus

Education:

  • Malaysian Special Skills Certificate (Required)

Experience:

  • Call Center Manager: 2 years (Required)

License/Certification:

  • Certified Call Center Manager (e.g., CCCM) (Required)

Work Location: In person