Contact Center Manager

Job Description:

We are looking for a dedicated and adaptable Contact Center Manager to join our team at Kenanga Investment Bank Berhad in Malacca City, Melaka. As a key member of our team, you will be responsible for overseeing the operations of our contact center, ensuring excellent customer service and efficient call handling.

Responsibilities: 1. Manage and oversee the daily operations of the contact center, including monitoring call volume, agent performance, and customer service quality. 2. Develop and implement strategies to improve customer satisfaction and retention. 3. Train and mentor contact center staff to ensure they provide exceptional service to customers. 4. Monitor and analyze key performance indicators (KPIs) to identify areas for improvement. 5. Work closely with other departments to resolve customer issues and improve processes. 6. Implement and maintain contact center technology and software systems. 7. Prepare reports and present findings to senior management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. 8+ years of experience in contact center management. 3. Strong emotional intelligence and decision-making skills. 4. Ability to thrive in a fast-paced and dynamic environment. 5. Excellent communication and leadership skills. 6. Proven track record of meeting and exceeding KPIs. 7. Experience with contact center technology and software.

Benefits: 1. Gym membership. 2. Company equipment. 3. Joining Bonus.

Equal Opportunity Statement: Kenanga Investment Bank Berhad is an equal opportunity employer and we welcome applicants from all backgrounds. We are committed to creating a diverse and inclusive workplace where everyone is valued and respected.

Deadline to apply: 2024-05-25

If you meet the qualifications and are ready to take on this exciting opportunity as a Contact Center Manager, please apply today!

How to apply:

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