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JOB ID 19987
Operation Manager

locationLocation

Selangor

businessBusiness

Call Center/BPO/Shared Service

salarySalary

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

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