Call Center Manager

Job Description: Call Center Manager

Company: Westports Holdings Berhad Location: Kuala Lumpur, Kuala Lumpur, MY Job Type: Part-time Seniority: Associate Level Years of Experience: 5

Responsibilities: 1. Lead and manage a team of call center representatives to provide excellent customer service and achieve performance targets. 2. Develop and implement strategies to improve call center operations, efficiency, and quality of service. 3. Monitor call center performance metrics and KPIs, analyzing data to identify areas for improvement and implementing solutions. 4. Train, mentor, and coach call center staff to ensure they have the skills and knowledge needed to succeed in their roles. 5. Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner. 6. Collaborate with other departments to ensure a seamless customer experience and alignment of processes. 7. Develop and implement call center policies and procedures to ensure compliance with company standards and regulatory requirements. 8. Conduct regular performance evaluations, providing feedback and identifying opportunities for growth and development. 9. Stay up-to-date on industry trends and best practices to continuously improve call center operations.

Requirements: 1. 5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role. 2. Proven track record of achieving and exceeding call center performance targets. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Ability to handle difficult situations with tact and diplomacy. 6. Proficiency in using call center software and other relevant tools. 7. Bachelor's degree in business administration or a related field is preferred. 8. Motivated and resilient personality traits. 9. Persuasion and emotional intelligence as soft skills.

Benefits: 1. Relocation allowance 2. Vision insurance 3. Training & professional development opportunities

Working Environment: At Westports Holdings Berhad, we cultivate a sense of ownership and responsibility at every level, empowering our employees to take charge of their roles and contribute to the success of the organization.

Deadline to Apply: 2024-07-04

Equal Opportunity Statement: Westports Holdings Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, marital status, or any other protected status under local, state, or federal laws. All qualified applicants will receive consideration for employment.

How to apply:

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