Online Contact Center Manager

Job Description:

As an Online Contact Center Manager at Tenaga Nasional Berhad in Malacca City, Melaka, MY, you will be responsible for overseeing the operations of our online contact center and ensuring a high level of customer service delivery. This is a part-time position at the mid-to-senior level, requiring a minimum of 6 years of experience in a similar role.

Responsibilities: 1. Manage and lead a team of online customer service representatives to achieve set targets and KPIs. 2. Develop and implement strategies to improve customer satisfaction and retention rates. 3. Monitor and analyze customer interactions to identify areas for improvement and training opportunities. 4. Work closely with other departments to ensure a seamless customer experience across all touchpoints. 5. Provide regular reports and updates to senior management on key performance metrics. 6. Handle escalated customer complaints and issues in a timely and effective manner. 7. Stay up-to-date on industry trends and best practices in online customer service management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience in managing online contact center operations. 3. Excellent communication and leadership skills. 4. Strong analytical and problem-solving abilities. 5. Ability to work in a fast-paced and dynamic environment. 6. Reliable and energetic with a commitment to delivering exceptional customer service. 7. Experience in strategic planning and persuasion techniques.

Benefits: 1. Profit sharing opportunities based on performance. 2. Joining bonus for new hires. 3. Ongoing training and professional development opportunities. 4. Supportive and ethical working environment, upholding the highest standards of conduct and integrity.

Equal Opportunity Statement: Tenaga Nasional Berhad is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of race, gender, age, disability, or any other protected status. We are committed to creating a diverse and inclusive work environment where everyone has the opportunity to succeed. Apply by June 12, 2024.

How to apply:

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