Remote Contact Center Manager

As a Remote Contact Center Manager at Petronas, you will be responsible for managing a team of remote customer service representatives to ensure excellent customer service delivery and achieve business goals. You will oversee the day-to-day operations of the contact center, including monitoring call quality, providing feedback and coaching to team members, and analyzing data to identify areas for improvement.

Responsibilities: - Manage and motivate a team of remote customer service representatives to excel in their roles - Monitor call quality and provide feedback to team members to improve performance - Analyze data and metrics to identify trends and opportunities for improvement - Develop and implement training programs to enhance the skills of team members - Act as a point of escalation for complex customer inquiries and issues - Collaborate with other departments to ensure a seamless customer experience - Maintain up-to-date knowledge of company products, services, and policies - Handle performance management and disciplinary actions as needed - Make strategic decisions to optimize the efficiency and effectiveness of the contact center operations - Ensure compliance with all relevant laws and regulations

Requirements: - 8 years of experience in a contact center environment, with at least 3 years in a management role - Strong communication and leadership skills - Resourceful and motivated, with a proactive approach to problem-solving - Excellent decision-making abilities with attention to detail - Ability to adapt to a fast-paced and changing environment - Proficiency in Microsoft Office and contact center software - Bachelor's degree in Business Administration or a related field preferred

Benefits: - Employee discounts on Petronas products and services - Company-provided equipment for remote work - Retirement plan options

Working environment: At Petronas, we pride ourselves on fostering a flexible work environment that adapts to change with speed and efficiency. Our team is dedicated to providing exceptional customer service while maintaining a supportive and collaborative atmosphere.

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. We value diversity and inclusion in our workplace and encourage all qualified individuals to apply for this position.

How to apply:

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