JOB DETAILS
Location
Selangor
Business
Call Center/BPO/Shared Service
Salary
15,000-16,000 (RM)
JOB DETAILJob Details
•To ensure desired customer delight by providing satisfactory response to customer interaction.•To achieve desired contact centre business plan results for revenue & costs.•Manage Customer Interactions through Inbound voice contact through his/her team for the various services.•Identify steps in work processes. •Identify improvement opportunities. •Test improvement opportunities.•Fully implement improvements with best results.•Constantly monitor & review performance metrics for achievement of objective. •To track & ensure closure of complaints.•To effectively manage Contact Centre operations for constant performance achievements.•Identify relevant training needs of agents and Team Leaders & ensure effective implementation.•Effectively manage shift operations. •Prepare work/manpower schedules. •Prepare contingency plans.•Interface with IT/HR/ Training/Quality.•Collate data & generate MIS report.•Recruit, train & retain team in conjunction with HR for optimum performance. •Mentor and develop the team.
REQUIRED WORK EXPERIENCERequired
* Spoken Communication skills* English Language skills* MS Office operating and typing skills* Probing skills* Analytical skills* Influencing skills* Interpersonal skills* Leadership qualities* Problem Solving skills* Mentoring skills