Call Center Manager

Job Description:

We are looking for a confident and resilient Call Center Manager to join our team at Westports Holdings Berhad in George Town, Penang, MY. The Call Center Manager will be responsible for overseeing the daily operations of our call center, managing a team of customer service representatives, and ensuring high levels of customer satisfaction.

Responsibilities: 1. Develop and implement call center policies and procedures to ensure efficient and effective operations. 2. Monitor call center performance metrics, such as call volume, average handle time, and customer satisfaction, and make adjustments as needed to meet targets. 3. Train, coach, and mentor call center staff to ensure they have the skills and tools needed to provide excellent customer service. 4. Handle escalated customer inquiries or complaints and work to resolve them in a timely and satisfactory manner. 5. Conduct regular performance evaluations and provide feedback to staff to support their growth and development. 6. Collaborate with other departments, such as marketing and sales, to ensure a seamless customer experience across all touchpoints. 7. Stay up-to-date on industry trends and best practices to continuously improve call center operations.

Requirements: 1. 6 years of experience in a call center or customer service management role. 2. Strong leadership and communication skills. 3. Creativity and emotional intelligence to effectively motivate and engage team members. 4. Ability to multitask and prioritize in a fast-paced environment. 5. Bachelor's degree in business or a related field preferred.

Benefits: - Employee discounts - Free food - Vision insurance

Working Environment: At Westports Holdings Berhad, we empower our employees to take ownership and make impactful decisions. We believe in creating a supportive and collaborative work environment where everyone can thrive and grow.

Equal Opportunity Statement: Westports Holdings Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to building a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

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