Contact Center Manager

Job Description:

Nestlé Malaysia is seeking a dedicated and confident Contact Center Manager to join our team in Kuala Lumpur. As a Contact Center Manager, you will be responsible for overseeing the operations of our contact center, ensuring efficient and effective customer service delivery. This role requires strong leadership skills, project management abilities, and a knack for innovation.

Responsibilities: - Lead a team of customer service representatives to provide excellent service to customers - Develop and implement contact center strategies to improve customer satisfaction and operational efficiency - Monitor performance metrics and KPIs to identify areas for improvement and implement solutions - Train and mentor team members to enhance their skills and knowledge - Collaborate with other departments to address customer issues and improve service delivery - Stay up-to-date on industry trends and best practices to drive continuous improvement in the contact center - Handle escalated customer complaints and provide resolution in a timely manner - Maintain accurate records and reports related to contact center operations - Ensure compliance with company policies and procedures

Requirements: - 7 years of experience in contact center management or a related field - Strong project management skills - Ability to innovate and drive change - Excellent communication and leadership abilities - Bachelor's degree in a relevant field (preferred) - Proficient in MS Office and contact center software - Knowledge of industry trends and best practices

Benefits: - Disability insurance - Profit sharing - Paid sick leave

Working Environment: At Nestlé Malaysia, we embrace a culture that challenges norms and encourages bold thinking. As a Contact Center Manager, you will have the opportunity to make a meaningful impact on our customer service operations and drive positive change within the organization.

Deadline to Apply: May 29, 2024

Equal Opportunity Statement: Nestlé Malaysia is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment without regard to any such status.

How to apply:

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