Contact Center Manager - Work from home

Job Description:

Astro Malaysia Holdings Berhad is seeking a Contact Center Manager to work from home in George Town, Penang, Malaysia. This part-time position is ideal for a candidate with 8 years of experience in contact center management at a mid-to-senior level. The Contact Center Manager will be responsible for leading a team of contact center agents to deliver exceptional customer service, drive performance improvement, and meet operational goals.

Responsibilities: 1. Manage a team of contact center agents, providing coaching, feedback, and performance evaluations. 2. Develop and implement strategies to improve customer service quality and efficiency. 3. Monitor key performance indicators (KPIs) and implement action plans to ensure targets are met. 4. Analyze data and trends to identify opportunities for process improvement and cost savings. 5. Ensure compliance with company policies and procedures, as well as relevant regulations. 6. Collaborate with other departments to address customer issues and improve overall customer experience. 7. Develop training programs and materials to enhance the skills and knowledge of contact center agents. 8. Communicate regularly with senior management to provide updates on contact center performance.

Requirements: 1. 8 years of experience in contact center management. 2. Hardworking and confident personality traits. 3. Strong communication and interpersonal skills. 4. Excellent persuasion and problem-solving abilities. 5. Proven track record of driving performance improvements in a contact center environment. 6. Familiarity with contact center technology and software. 7. Ability to work independently and manage a remote team effectively.

Benefits: - Training & professional development opportunities. - Remote work flexibility. - Paid sick leave. - Unleash creativity in a setting that celebrates and nurtures innovation.

Equal Opportunity Statement: Astro Malaysia Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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