Call Center Manager

Job Description:

Sapura Energy Berhad is seeking a dedicated and resourceful Call Center Manager to join our team in Malacca City, Melaka, MY. As an Associate Level position, the Call Center Manager will be responsible for overseeing the day-to-day operations of our call center, ensuring that customer inquiries are handled efficiently and effectively.

Responsibilities: 1. Develop and implement call center policies and procedures to ensure high-quality customer service. 2. Monitor call center metrics and KPIs to identify areas for improvement and drive performance. 3. Train, coach, and mentor call center representatives to enhance their skills and performance. 4. Coordinate with other departments to resolve customer issues and improve overall customer satisfaction. 5. Conduct regular performance evaluations and provide feedback to team members. 6. Analyze call center data to identify trends and patterns, and make strategic recommendations for improvement. 7. Collaborate with colleagues worldwide to share best practices and foster a global village mentality. 8. Stay up-to-date on industry trends and best practices in call center management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 5 years of experience in call center management. 3. Excellent communication and interpersonal skills. 4. Strong analytical and problem-solving skills. 5. Ability to think strategically and make data-driven decisions. 6. Proven track record of implementing successful call center initiatives. 7. Resourceful and dedicated to providing exceptional customer service. 8. Experience in strategic planning and analysis.

Benefits: - Vision insurance - Dental insurance - Paid Time Off (PTO)

Equal Opportunity Statement: Sapura Energy Berhad is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We celebrate diversity and are committed to providing equal opportunities for all employees and candidates, regardless of race, gender, age, religion, or any other protected characteristic.

How to apply:

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