Call Center Manager

Job Description:

IHH Healthcare Berhad is seeking a passionate and adaptable Call Center Manager to join our team in Johor Bahru, Johor, Malaysia. As a Mid-to-Senior Level position, the ideal candidate will have a minimum of 8 years of experience in a similar role.

Responsibilities: 1. Manage and oversee the day-to-day operations of the call center, ensuring efficiency and effectiveness in providing exceptional customer service. 2. Develop and implement strategies to improve call center performance, including optimizing processes and procedures. 3. Monitor key performance indicators (KPIs) to track and evaluate the team's performance, identifying areas for improvement and implementing necessary changes. 4. Train, mentor, and support call center staff to ensure they have the necessary skills and knowledge to perform their roles effectively. 5. Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner. 6. Collaborate with other departments to ensure seamless communication and coordination between the call center and the rest of the organization. 7. Analyze data and generate reports to provide insights into call center performance and trends.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience in call center management, with a minimum of 8 years in a leadership role. 3. Strong communication and emotional intelligence skills to effectively interact with customers and team members. 4. Ability to adapt to a fast-paced environment and make decisions under pressure. 5. Excellent organizational and time management skills. 6. Knowledge of call center technology and best practices. 7. A passion for delivering exceptional customer service.

Benefits: 1. Free accommodation for part-time employees. 2. Employee discounts on healthcare services. 3. Paid sick leave to ensure employees' well-being.

Working Environment: At IHH Healthcare Berhad, we uphold the highest standards of ethical conduct and integrity. We foster a supportive and inclusive work environment where employees are encouraged to grow and develop professionally.

Equal Opportunity Statement: IHH Healthcare Berhad is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of gender, race, age, sexual orientation, disability, or any other characteristic protected by law.

Deadline to apply: June 29, 2024

If you meet the requirements and are passionate about leading a team and delivering exceptional customer service, we encourage you to apply for the Call Center Manager position at IHH Healthcare Berhad.

How to apply:

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