Call Centre Manager

Job Responsibility

1. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
2. 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.
3. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
4. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
5. 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.
6. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
7. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
8. Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
9. Develop company systems for customer interaction and voice response and control the implementation process.
10. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
11. Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
12. Summarize, collect and analyze call center trends and data for regular performance reports.
13. Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Job Requirements

1. High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated.
2. Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
3. Proven experience as call center manager or similar position.
4. Experience in customer service is required.
5. Knowledge of performance evaluation and customer service metrics.
6. Solid understanding of reporting and budgeting procedures.
7. Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.).
8. Proficient in MS Office and call center equipment/software programs.
9. Outstanding communication and interpersonal skills.
10. Excellent organizational and leadership skills with problem-solving ability.
11. 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.

Job Benefits

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

Working Hour

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

Working location:

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