**Job Title:** Call Center Manager
**Company:** MYEG Services Berhad
**Location:** Malacca City, Melaka, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 5+
### Job Description:
MYEG Services Berhad is seeking a dedicated and resourceful Call Center Manager to oversee our customer support operations in Malacca City. In this part-time role, you will be responsible for managing a dynamic team of customer service representatives, ensuring that our high standards of service quality and customer satisfaction are met. The ideal candidate will be hardworking, possess excellent analytical skills, and demonstrate a proven ability to manage projects effectively. This position offers an excellent environment for personal and professional growth, along with benefits that enhance your quality of life.
### Key Responsibilities:
- **Team Leadership & Management:**
- Recruit, train, and mentor call center representatives to ensure they meet performance standards.
- Create and implement training programs to enhance team skills and product knowledge.
- Set performance metrics and conduct regular performance evaluations to identify growth opportunities.
- **Operational Oversight:**
- Ensure the call center operates smoothly and effectively within budget and set quality standards.
- Monitor call handling metrics (call volumes, wait times, service levels) and develop strategies for improvement.
- Manage schedules, staffing, and workforce management to optimize performance during peak hours.
- **Customer Satisfaction & Quality Assurance:**
- Develop and enforce policies and procedures to improve service quality and customer satisfaction.
- Analyze customer feedback and resolve escalated complaints, ensuring timely and effective solutions.
- Conduct regular quality assurance checks and provide constructive feedback to team members.
- **Performance Analysis & Reporting:**
- Analyze call center performance metrics and identify areas for improvement.
- Prepare and present reports to senior management regarding department performance and customer satisfaction trends.
- Develop and implement strategies for improved performance based on data-driven insights.
- **Project Management:**
- Lead specific projects aimed at improving efficiency, customer service, and team engagement.
- Coordinate with other departments to support organizational goals and objectives related to customer service.
- Identify resource needs and allocate staff and materials efficiently to meet project requirements.
### Requirements:
- **Education:**
- Bachelor's degree in Business Administration, Management, Communications, or a related field preferred.
- **Experience:**
- At least 5 years of experience in a call center environment, with a minimum of 2 years in a managerial role.
- **Personality Traits:**
- Resourceful: Able to quickly adapt and find solutions to challenges that arise within the call center.
- Hardworking: Willing to go above and beyond in meeting team goals and objectives.
- **Soft Skills:**
- Strong analytical skills: Capable of interpreting data and making data-driven decisions to improve operations.
- Excellent project management skills: Proficient at leading projects from inception through completion while meeting deadlines and objectives.
- **Technical Skills:**
- Familiarity with call center technology, CRM software, and workforce management tools.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
### Benefits:
- Vision insurance
- Free accommodation
- Gym membership
### Working Environment:
At MYEG Services Berhad, we offer a stimulating working environment that fosters unlimited personal and professional growth. We believe in investing in our team members' development, providing continuous learning opportunities and career advancement.
### Application Deadline:
Please submit your application by **September 29, 2024**.
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**Equal Opportunity Statement:**
MYEG Services Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs without regard to race, ethnicity, gender, age, 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.
