Call Center Manager

Job Description:

We are currently seeking a dynamic and experienced Call Center Manager to join our team at Malaysia Airlines Berhad in Johor Bahru, Johor, MY. As a part-time position with a mid-to-senior level of seniority, the ideal candidate should have at least 7 years of experience in a call center environment.

Responsibilities: 1. Oversee the day-to-day operations of the call center, ensuring high levels of customer satisfaction and efficiency. 2. Develop and implement strategies to improve call center performance, including call volume, response times, and quality assurance. 3. Manage a team of call center agents, providing guidance, training, and performance feedback. 4. Monitor and analyze call center metrics to identify areas for improvement and implement solutions. 5. Work closely with other departments to ensure seamless communication and collaboration. 6. Handle escalated customer complaints and issues in a professional and timely manner. 7. Develop, implement, and maintain call center policies and procedures. 8. Conduct regular performance evaluations and provide ongoing coaching and development opportunities for team members. 9. Stay up-to-date on industry trends and best practices to continuously improve call center operations. 10. Implement and maintain technology solutions to streamline call center processes.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience in a call center management role, with a minimum of 7 years of experience. 3. Strong leadership and interpersonal skills. 4. Excellent communication abilities, both written and verbal. 5. Ability to work in a fast-paced environment and handle multiple priorities effectively. 6. Resourceful and motivated with the ability to think critically and problem-solve. 7. Strong research skills to gather insights and data for decision-making. 8. Equal opportunity awareness and commitment to fostering a diverse and inclusive work environment. 9. Dental insurance, and other benefits will be provided.

Equal Opportunity Statement: Malaysia Airlines Berhad is an equal opportunity employer and is committed to providing a work environment that is free from discrimination and harassment. We celebrate diversity and are dedicated to creating an inclusive workplace for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

If you meet the requirements and are ready for a challenging and rewarding opportunity as a Call Center Manager, please apply by the deadline of May 17, 2024.

How to apply:

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