Contact Center Manager

Job Description:

YTL Corporation Berhad is seeking a Contact Center Manager to join our team in Malacca City, Melaka, MY. As a Contact Center Manager, you will be responsible for overseeing the operations of our contact center, ensuring the delivery of high-quality customer service and support.

Responsibilities: 1. Develop and implement contact center policies and procedures to ensure efficient and effective operations. 2. Manage a team of customer service representatives, setting goals and providing coaching and mentoring. 3. Monitor and analyze performance metrics to identify areas for improvement and implement strategies to optimize performance. 4. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 5. Handle escalated customer inquiries and complaints, working to find solutions and ensure customer satisfaction. 6. Conduct regular training sessions to keep staff up-to-date on products, services, and best practices. 7. Stay current on industry trends and developments to identify opportunities for innovation and improvement. 8. Develop and maintain relationships with key stakeholders to drive business objectives and promote customer loyalty. 9. Prepare reports and present findings to senior management to inform decision-making. 10. Foster a positive and inclusive work environment, promoting teamwork and collaboration among staff members.

Requirements: 1. Bachelor's degree in business administration or a related field. 2. Minimum of 7 years of experience in a contact center or customer service management role. 3. Strong leadership skills with the ability to motivate and inspire teams to achieve goals. 4. Excellent communication and interpersonal skills. 5. Confident and motivated with a passion for delivering exceptional customer service. 6. Creativity and adaptability to solve complex problems and adapt to changing circumstances. 7. Proficiency in Microsoft Office and contact center software. 8. Experience with customer relationship management (CRM) systems. 9. Knowledge of contact center best practices and industry standards. 10. Ability to prioritize and manage multiple tasks effectively.

Benefits: - Employee discounts on company products and services. - Paid sick leave for employees. - Free food provided during work hours.

Working Environment: At YTL Corporation Berhad, we are committed to environmental responsibility and sustainable practices. Our contact center operates with a focus on minimizing our carbon footprint and promoting eco-friendly initiatives.

Equal Opportunity Statement: YTL Corporation Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, or disability. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected. Apply now to join our team!

Deadline to apply: 2024-05-08.

How to apply:

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