**Job Title:** Call Center Manager - Remote Work
**Company:** Nestlé Malaysia
**Location:** George Town, Penang, MY (Remote Work)
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
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**Job Description:**
Nestlé Malaysia is seeking a dedicated and resilient Call Center Manager to join our remote team in George Town, Penang. This part-time position offers the unique opportunity to lead our call center operations, guiding our team to deliver exceptional service that aligns with Nestlé's commitment to excellence. This role will require a high degree of emotional intelligence and leadership, as the successful candidate will be responsible for fostering a supportive environment while driving performance and innovation.
**Key Responsibilities:**
- **Team Leadership:**
- Lead, mentor, and motivate a remote team of call center representatives to achieve key performance indicators (KPIs) and service level agreements (SLAs).
- Foster a culture of accountability, highlighting personal responsibility within the team while encouraging collaboration and entrepreneurial thinking.
- **Operational Management:**
- Oversee day-to-day operations of the call center, ensuring effective management of staff, resources, and technologies to maintain high-quality customer service.
- Implement operational strategies and best practices to enhance efficiency, reduce handling times, and improve customer satisfaction rates.
- **Performance Monitoring:**
- Utilize data analytics to monitor team performance, identifying trends, and providing actionable feedback to representatives to improve their effectiveness.
- Establish and maintain reporting systems to track team metrics, performance data, and quality assessments.
- **Training & Development:**
- Identify training needs and develop comprehensive training programs to ensure ongoing staff development and performance improvement.
- Conduct regular performance evaluations and provide constructive feedback to support team members' professional growth.
- **Customer Relationship Management:**
- Address escalated customer issues effectively, ensuring swift resolution and fostering customer loyalty.
- Collaborate with other departments to address product-related inquiries and facilitate solutions that enhance customer experience.
- **Feedback Implementation:**
- Gather and analyze customer feedback to identify areas for improvement and contribute to product and service enhancements.
- Present insights and suggestions to senior management to inform strategic decision-making.
- **Administrative Tasks:**
- Manage call center schedules, workforce management, and attendance tracking for the remote team.
- Ensure compliance with company policies and procedures while maintaining detailed records of operational activities.
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**Requirements:**
- **Experience:**
- Minimum of 5 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role.
- **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field (preferred but not required).
- **Personality Traits:**
- **Dedicated:** Show a strong work ethic and commitment to quality service delivery.
- **Resilient:** Capable of handling stress and adapting to a rapidly changing environment.
- **Soft Skills:**
- **Emotional Intelligence:** Demonstrate a high level of self-awareness and sensitivity while managing team dynamics and customer interactions.
- **Leadership:** Exhibit strong leadership capabilities, able to inspire, guide, and influence peers and team members toward achieving common goals.
- **Technical Skills:**
- Proficiency in call center software and customer management systems.
- Solid understanding of performance metrics and reporting tools.
- **Communication Skills:**
- Excellent interpersonal and communication abilities, both verbal and written.
- Strong problem-solving skills and the ability to convey complex ideas clearly.
**Benefits:**
- Free accommodation provided for remote team members.
- Company equipment will be supplied for a seamless work-from-home experience.
- Employee discounts on Nestlé products.
**Working Environment:**
At Nestlé Malaysia, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We believe that empowered individuals foster innovation and drive exceptional results.
**Deadline to Apply:** ********
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**Equal Opportunity Statement:**
Nestlé Malaysia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.