Call Centre Assistant Manager/ Manager (Melaka Branch) - Urgent Hire

Responsibilities:

• Daily running & management of assigned campaign through the effective use of resources with responsibility for meeting KPI set for each campaign, as well as planning areas of improvement or development;
• Liaises with clients and sponsors for which they provide the first response;
• Coordinate & motivate call centre staff and may also coordinate staff recruitment;
• Setting & meeting performance targets for speed, efficiency, sales and quality;
• Planning & managing change;
• Managing the daily running of the call centre;
• Liaising with team managers, operatives and third parties to gather information and resolve issues;
• Maintaining up-to-date knowledge of industry developments and involvement in networks;
• Monitoring random calls to improve quality, minimise errors and track operative performance;
• Planning and developing staff recruitment, and liaising with HR staff;
• Reviewing the performance of staff, identifying training needs and planning training sessions;
• Recording statistics, user rates and the performance levels of the centre and preparing reports;
• Organising staffing, and the number of staff required to meet demand;
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
• Developing, implementing and reviewing core responsibilities and tasks;
• Analysing performance statistics and making decisions on the basis of these statistics

Requirements:

• Preferable graduate or diploma holder with at least 4 years relevant experience in call centre environment, of which 3 years are in Management role
• Candidate with Takaful and PCE (LIFE/ GENERAL) certification will be an added advantage.
• Detail-oriented and have to sustain strong relationship with campaign people/ client.
• Good organization skills, excellent negotiation skills, marketing skills and the ability to work independently.
• Effective leadership and analytical skills including working knowledge
• Exceptional ability to develop and manage results
• Preferably Managers specializing in Sales - Telesales/Telemarketing or equivalent.
• Experience in banking industry (credit card, balance transfer, personal loan etc.) is an added advantage
• Required language(s): BM and English
• Based in Melaka
• Full-Time position(s) available.