Call Center Manager

Job Description:

Telekom Malaysia Berhad is seeking a qualified Call Center Manager to join our team in Kuala Lumpur. As a leading telecommunications company in Malaysia, we are looking for a dedicated and reliable individual to manage our call center operations.

Responsibilities: 1. Managing a team of call center agents and supervisors. 2. Monitoring call center performance and implementing strategies for improvement. 3. Developing and implementing training programs for call center staff. 4. Handling escalated customer complaints and resolving issues. 5. Ensuring all calls are handled efficiently and professionally. 6. Analyzing call center data to identify trends and make data-driven decisions. 7. Collaborating with other departments to improve customer service processes. 8. Creating reports and presentations for senior management.

Requirements: 1. Bachelor's degree in business or a related field. 2. Minimum of 7 years of experience in call center management. 3. Strong leadership skills and the ability to motivate a team. 4. Excellent communication and interpersonal skills. 5. Proficiency in call center software and Microsoft Office. 6. Time management skills and the ability to prioritize tasks. 7. Presentation skills for reporting to senior management. 8. Ability to work in a fast-paced environment and handle high-stress situations.

Personality Traits: 1. Dedicated to providing excellent customer service. 2. Reliable and trustworthy in managing a team.

Soft Skills: 1. Time management to handle call center operations efficiently. 2. Presentation skills for reporting and analysis.

Benefits: 1. Company equipment provided. 2. Joining bonus for new employees. 3. Dental insurance for all employees.

Working Environment: At Telekom Malaysia Berhad, we provide a dynamic workplace that values teamwork, fosters innovation, and promotes shared success.

Deadline to apply: 2024-07-14

Equal Opportunity Statement: Telekom Malaysia Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, or disability. All qualified candidates are encouraged to apply.

How to apply:

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