Remote Contact Center Manager

Job Description:

Petronas is seeking a dedicated and reliable Remote Contact Center Manager to join our team based in Malacca City, Melaka, MY. This part-time position at the Associate Level requires a minimum of 5 years of experience in a contact center or customer service management role.

Responsibilities: 1. Manage and oversee a team of remote contact center representatives, ensuring high levels of customer service and efficiency. 2. Develop and implement strategies to enhance the overall customer experience. 3. Monitor key performance indicators (KPIs) to track team and individual performance, providing coaching and feedback as needed. 4. Collaborate with other departments to address customer issues and improve processes. 5. Conduct regular performance reviews and provide ongoing training and development opportunities for team members. 6. Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner. 7. Stay up-to-date on industry trends and best practices to continuously improve contact center operations.

Requirements: 1. Bachelor's degree in Business Administration or a related field preferred. 2. Excellent communication skills, both written and verbal. 3. Strong emotional intelligence and ability to navigate challenging situations with empathy and professionalism. 4. Proven experience in contact center management or similar role. 5. Ability to work remotely and manage a team effectively while maintaining high levels of productivity. 6. Proficiency in Microsoft Office Suite and contact center software. 7. Experience with remote team management tools and technology. 8. Ability to multitask, prioritize, and adapt to changing priorities in a fast-paced environment.

Benefits: - Medical coverage - Retirement plan - Paid Time Off (PTO)

Working Environment: A dynamic workplace that values teamwork, fostering innovation, and shared success.

Deadline to Apply: May 25, 2024

Equal Opportunity Statement: Petronas is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, sexual orientation, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

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