Contact Center Manager - Remote Work

Job Description:

We are seeking a Contact Center Manager to join our team at Tenaga Nasional Berhad. This is a remote work position based in Johor Bahru, Johor, MY. As a Contact Center Manager, you will be responsible for overseeing the operations and performance of our contact center team.

Responsibilities: - Successfully lead a team of contact center representatives, providing guidance, support, and motivation to achieve performance targets - Develop and implement strategies to improve customer service and satisfaction levels - Monitor and analyze contact center metrics to identify areas for improvement and make data-driven decisions - Collaborate with other departments to ensure seamless communication and coordination between teams - Implement training programs to enhance the skills and knowledge of contact center staff - Handle escalated customer concerns and provide solutions in a timely and professional manner - Ensure compliance with company policies and procedures within the contact center department - Review and optimize contact center processes to streamline operations and increase efficiency

Requirements: - 5 years of experience in contact center management or a similar role - Bachelor's degree in a related field is preferred - Strong leadership skills with the ability to motivate and inspire a team - Excellent communication and interpersonal skills - Ability to think strategically and make decisions that align with business objectives - Proficient in using contact center software and tools to manage operations effectively - Highly driven and motivated to continuously improve and exceed performance targets - Experience in strategic planning and decision-making - Able to work independently and collaboratively in a remote work environment

Benefits: - Parental leave - Life insurance - Medical coverage

Working Environment: At Tenaga Nasional Berhad, we believe in aligning work with a greater purpose and contributing to a meaningful mission. Our team is dedicated to making a positive impact on the community and achieving success through excellence and innovation.

Equal Opportunity Statement: Tenaga Nasional Berhad is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive work environment where all employees are valued and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.