**Job Title: Call Center Manager**
**Company: Astro Malaysia Holdings Berhad**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6**
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### **Job Description**
Astro Malaysia Holdings Berhad is seeking a dynamic and experienced Call Center Manager to join our team in Johor Bahru. This part-time position will play a crucial role in the management and optimization of our call center operations, ensuring that we continue to provide outstanding service to our customers. The successful candidate will be passionate about the customer experience, driven to achieve results, and able to foster a collaborative environment focused on teamwork.
#### **Key Responsibilities:**
1. **Leadership and Management:**
- Oversee daily operations of the call center, ensuring all objectives are met and service levels are maintained.
- Lead, motivate, and mentor a team of call center agents, providing coaching and performance feedback.
- Implement strategic initiatives to improve service efficiency and effectiveness.
2. **Performance Monitoring:**
- Develop and monitor key performance indicators (KPIs) and metrics to assess call center performance.
- Analyze call center data and trends to identify areas of improvement and develop action plans accordingly.
- Prepare regular reports for senior management, detailing performance, staff productivity, and customer satisfaction levels.
3. **Training and Development:**
- Coordinate and conduct training programs for new and existing staff to enhance skillsets and knowledge.
- Foster a culture of continuous improvement through regular training sessions and workshops.
4. **Customer Experience Management:**
- Ensure that all customer interactions are handled in a professional, timely, and efficient manner.
- Address escalated customer complaints and work towards effective resolutions to enhance customer satisfaction.
- Collaborate with other departments to ensure seamless service delivery and a positive customer experience.
5. **Process Improvement:**
- Identify process inefficiencies and recommend system enhancements to improve workflow.
- Stay current with industry best practices and implement changes that align with market trends and customer needs.
6. **Budget and Resource Management:**
- Assist in the development and management of the call center budget.
- Optimize resource allocation to ensure maximum productivity and cost-effectiveness.
#### **Requirements:**
- **Education:** Bachelor's degree in Business Administration, Management, Communications, or a related field. Relevant certifications in call center management are a plus.
- **Experience:** A minimum of 6 years of experience in call center operations, with at least 3 years in a managerial role.
- **Personality Traits:**
- Passionate about delivering exceptional customer service and achieving team goals.
- Driven to succeed and willing to take ownership of initiatives.
- **Soft Skills:**
- Excellent cooperation skills, with the ability to work cohesively in a team environment.
- Strong teamwork skills, capable of building positive relationships with staff and other departments.
- Exceptional problem-solving skills and the ability to manage conflicts effectively.
- **Technical Skills:**
- Proficiency in call center management software and tools.
- Strong analytical skills to interpret data and make informed decisions.
- Familiarity with CRM systems and performance reporting is advantageous.
#### **Benefits:**
- Flexible remote work options to maintain a work-life balance.
- A competitive joining bonus to welcome you to the Astro family.
- Disability insurance coverage to provide peace of mind and security.
#### **Working Environment:**
Join a high-energy workplace focused on achieving impactful results. We pride ourselves on having a vibrant culture that encourages collaboration, innovation, and continuous learning.
#### **Application Deadline:**
Interested candidates are invited to submit their applications by **September 19, 2024**.
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**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. We encourage applications from all individuals regardless of race, gender, age, religion, sexual orientation, disability, or any other status protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
