Contact Center Manager - Remote Work

As a Contact Center Manager at Fraser & Neave Holdings Bhd, you will be responsible for overseeing the day-to-day operations of our remote contact center team. This part-time position based in Kuala Lumpur requires an Associate Level professional with at least 5 years of experience in contact center management.

Responsibilities: 1. Manage and monitor the performance of remote contact center agents to ensure productivity and quality standards are met. 2. Develop and implement strategies to improve customer service and satisfaction levels. 3. Conduct regular performance evaluations and provide feedback and coaching to team members. 4. Collaborate with other departments to streamline processes and improve customer experience. 5. Analyze data and reports to identify trends and implement improvements in contact center operations. 6. Develop training programs for new agents and provide ongoing training for existing team members. 7. Stay up to date on industry trends and best practices in contact center management. 8. Handle escalated customer concerns and ensure timely resolution.

Requirements: 1. Bachelor's degree in a related field. 2. Demonstrated ability to lead and motivate a team in a remote work environment. 3. Strong communication and interpersonal skills. 4. Ability to work independently and adapt to changing circumstances. 5. Proven track record of innovation and problem-solving. 6. Experience with contact center technology and software. 7. Knowledge of customer service principles and practices. 8. Excellent organizational and time management skills.

Personality traits: adaptable, independent Soft skills: leadership, innovation

Benefits: 1. Retirement plan 2. Travel & spending expenses 3. Employee discounts

Working environment: Our company values transparency and open dialogue for effective communication at all levels. We believe in fostering a positive and collaborative work environment where employees can thrive and grow.

Deadline to apply: 2024-07-04

Equal opportunity statement: Fraser & Neave Holdings Bhd is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, or disability. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

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