Contact Center Manager

Job Description:

We are looking for a dynamic and experienced Contact Center Manager to join our team at Genting Group in George Town, Penang, MY. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring that our team delivers exceptional customer service and meets performance targets.

Responsibilities: - Manage and lead a team of contact center agents to provide outstanding customer service - Monitor and analyze performance metrics to identify areas for improvement - Develop and implement strategies to improve efficiency and productivity - Provide ongoing training and support to agents to enhance their skills and performance - Handle escalated customer complaints and issues in a professional and timely manner - Collaborate with other departments to ensure seamless communication and coordination - Stay up-to-date on industry trends and best practices to continuously improve our contact center operations - Maintain a positive and motivating work environment for the team

Requirements: - 5 years of experience in a similar role - Resourceful and energetic personality traits - Strong research and teamwork skills - Excellent communication and leadership abilities - Proven track record of meeting and exceeding KPIs and targets - Ability to multitask and prioritize in a fast-paced environment - Bachelor's degree in business or a related field is preferred

Benefits: - Profit sharing - Training and professional development opportunities - Dental insurance - Encouraging work environment that promotes curiosity and innovation

Equal Opportunity Statement: Genting Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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