Contact Center Manager - Remote Work

Responsibilities: - Manage and oversee the daily operations of the remote contact center team - Develop and implement strategies to improve efficiency and performance of the contact center - Train, coach, and mentor contact center agents to ensure high quality customer service - Monitor key performance indicators (KPIs) and make data-driven decisions to drive improvements - Develop and maintain standard operating procedures for the contact center - Handle escalated customer inquiries and complaints in a timely and professional manner - Collaborate with other departments to address customer issues and improve processes - Stay up-to-date on industry trends and best practices in contact center management

Requirements: - 7 years of experience in contact center management or a related field - Excellent communication and interpersonal skills - Proven leadership abilities and a track record of successfully managing remote teams - Strong problem-solving skills and the ability to think critically - Adaptable and able to thrive in a fast-paced, changing environment - Innovative mindset and a desire to continuously improve processes - Ability to work independently and take initiative - Familiarity with contact center software and tools

Equal Opportunity Statement: Westports Holdings Berhad 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.