Call Center Manager

Job Description:

We are looking for a dynamic and experienced Call Center Manager to join our team at Malaysia Airports Holdings Berhad in Malacca City, Melaka, MY. As a Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring exceptional customer service, maximizing efficiency, and driving performance metrics.

Responsibilities: 1. Manage a team of call center agents, including hiring, training, coaching, and performance management. 2. Develop and implement strategies to improve call center operations and customer service. 3. Monitor call center metrics and KPIs to ensure targets are met or exceeded. 4. Analyze data and trends to identify areas for improvement and implement solutions. 5. Ensure compliance with company policies and procedures, as well as industry regulations. 6. Collaborate with other departments to address customer issues and improve overall customer experience. 7. Conduct regular performance reviews and provide feedback to team members. 8. Develop and maintain call center procedures, scripts, and training materials. 9. Handle escalated customer complaints and issues in a professional manner. 10. Stay up-to-date on industry trends and best practices in call center management.

Requirements: 1. 8 years of experience in call center management or a related field. 2. Strong leadership skills and the ability to motivate and empower team members. 3. Excellent communication and interpersonal skills. 4. Hardworking and independent with the ability to work under pressure. 5. Critical thinking and analytical skills. 6. Bachelor's degree in Business Administration or a relevant field. 7. Proficiency in Microsoft Office and call center software. 8. Ability to multitask, prioritize, and delegate responsibilities effectively.

Benefits: 1. Employee discounts on airport services. 2. Profit sharing opportunities. 3. Travel opportunities.

Working Environment: At Malaysia Airports Holdings Berhad, we embrace a culture that challenges norms and encourages bold thinking. We believe in fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Deadline to Apply: 2024-06-12

Equal Opportunity Statement: Malaysia Airports Holdings Berhad is an equal opportunity employer and welcomes applicants from all backgrounds. We believe in creating a diverse and inclusive workplace where everyone can thrive.

How to apply:

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