Call Center Manager

Job Description:

Proton Holdings Berhad is seeking a dedicated and resourceful Call Center Manager to join our team in Kuala Lumpur. As a Mid-to-Senior Level professional with at least 6 years of experience in a similar role, you will be responsible for managing and overseeing the operations of our call center to ensure efficiency and customer satisfaction.

Responsibilities: - Managing a team of call center agents to ensure high performance and productivity - Developing and implementing call center policies and procedures to improve overall operations - Monitoring call center metrics and KPIs to assess performance and identify areas for improvement - Handling escalated customer complaints and issues in a timely and satisfactory manner - Developing training programs for call center agents to enhance their skills and knowledge - Collaborating with other departments to improve overall customer service and satisfaction - Conducting performance evaluations and providing feedback to call center agents - Handling scheduling and staffing requirements to ensure adequate coverage and meet service levels - Keeping abreast of industry trends and best practices to continuously improve call center operations - Providing regular reports and updates to senior management on call center performance

Requirements: - Bachelor's degree in Business Administration or related field - Proven experience as a Call Center Manager or similar role - Strong leadership and interpersonal skills - Excellent communication and persuasion skills - Solid project management skills - Ability to work under pressure and handle stressful situations effectively - Proficient in Microsoft Office and call center software - Strong analytical and problem-solving abilities

Benefits: - Free accommodation - Employee discounts - Travel opportunities

Working Environment: Join our team and unleash your creativity in a setting that celebrates and nurtures innovation. We believe in creating a positive and collaborative work environment where your unique skills and talents can shine.

Deadline to apply: June 10, 2024

Equal Opportunity Statement: Proton Holdings Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

How to apply:

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