Online Call Center Manager

Job Description:

We are looking for a dynamic and experienced Online Call Center Manager to join our team at UEM Sunrise Berhad in George Town, Penang, MY. As the Online Call Center Manager, you will be responsible for overseeing the operations of our online call center, ensuring the team provides exceptional customer service to our clients.

Responsibilities: 1. Manage and supervise a team of online customer service representatives. 2. Develop and implement strategies to improve customer satisfaction and retention. 3. Monitor and analyze call center performance metrics to identify areas for improvement. 4. Train new team members on company policies and procedures. 5. Handle escalated customer issues and provide resolutions in a timely manner. 6. Implement quality assurance measures to maintain high standards of service. 7. Collaborate with other departments to ensure smooth communication and workflow. 8. Maintain up-to-date knowledge of industry trends and best practices. 9. Create reports and present findings to senior management. 10. Drive innovation and creativity within the call center team to improve efficiency and effectiveness.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 6 years of experience in a call center management role. 3. Strong leadership and communication skills. 4. Excellent problem-solving abilities. 5. Ability to work independently and adapt quickly to changing environments. 6. Demonstrated creativity in developing solutions to complex issues. 7. A cooperative and team-oriented mentality. 8. Knowledge of call center technologies and best practices. 9. Ability to multitask and prioritize tasks effectively. 10. Experience with CRM software is a plus.

Benefits: 1. Life insurance 2. Disability insurance 3. Free accommodation

Working Environment: At UEM Sunrise Berhad, we believe in recognizing and rewarding our employees based on performance and merit. We provide a supportive and inclusive work environment where employees are empowered to succeed and grow in their careers.

Equal Opportunity Statement: UEM Sunrise Berhad is an equal opportunity employer and is committed to providing a diverse and inclusive workplace for all employees. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability.

Deadline to apply: 2024-04-29

If you meet the above requirements and are ready to take on a challenging and rewarding role as our Online Call Center Manager, we encourage you to apply. Join us in shaping the future of customer service at UEM Sunrise Berhad.

How to apply:

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