Contact Center Manager

Job Description:

Petronas is seeking a dynamic and experienced Contact Center Manager to join our team in Malacca City, Melaka, MY. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring the delivery of exceptional customer service and driving business growth.

Responsibilities: 1. Lead and manage a team of contact center representatives to achieve key performance indicators and targets. 2. Develop strategies to improve customer satisfaction and retention rates. 3. Monitor and analyze performance metrics to identify areas for improvement and implement effective solutions. 4. Collaborate with other departments to ensure seamless communication and coordination. 5. Conduct regular training and coaching sessions to enhance the skills and knowledge of contact center staff. 6. Implement and enforce company policies and procedures to maintain a high standard of service delivery. 7. Handle escalated customer complaints and resolve issues in a timely and professional manner. 8. Stay up-to-date with industry trends and best practices to stay ahead of the competition. 9. Prepare and present reports to senior management on contact center performance and results.

Requirements: 1. Bachelor's degree in business administration or related field. 2. Minimum of 6 years of experience in contact center management. 3. Proven track record of achieving and exceeding performance targets. 4. Strong leadership and communication skills. 5. Adaptable and resourceful personality traits. 6. Excellent negotiation and time management skills. 7. Ability to work in a fast-paced environment and handle multiple priorities. 8. Proficiency in MS Office and contact center software. 9. Knowledge of contact center best practices and industry trends.

Benefits: 1. Dental insurance. 2. Paid overtime. 3. Company equipment provided.

Working Environment: At Petronas, we prioritize employee well-being through health and wellness initiatives. We strive to create a positive and inclusive working environment where employees can thrive and grow in their careers.

Deadline to Apply: June 26, 2024

Equal Opportunity Statement: Petronas is an equal opportunity employer and strives to create a diverse and inclusive workplace where all employees are respected and valued. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability.

How to apply:

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