**Job Title:** Call Center Manager - Work from Home
**Company:** Petron Malaysia
**Location:** Kuala Lumpur, Kuala Lumpur, MY
**Job Type:** Full-time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience Required:** 7+ years
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**Job Description:**
Petron Malaysia is seeking a skilled and motivated Call Center Manager to lead our remote call center operations. This is a fantastic opportunity for a driven and hardworking individual with extensive experience in call center management to contribute to our excellent customer service performance. The ideal candidate will possess strong leadership capabilities, outstanding communication skills, and a passion for helping others succeed.
**Responsibilities:**
- **Leadership & Team Management:**
- Oversee the daily operations of the remote call center, ensuring that the team meets and exceeds performance KPIs and customer service expectations.
- Recruit, train, and mentor call center staff, fostering a positive and productive work environment.
- Conduct regular performance reviews, providing constructive feedback to team members to enhance their skills and career development.
- **Strategic Planning:**
- Develop and implement strategic plans to improve operational efficiency, customer satisfaction, and achieve organizational goals.
- Analyze call center metrics and data to identify trends and areas for improvement, making data-driven decisions to optimize performance.
- Coordinate with senior management and stakeholders to align call center strategies with overall business objectives.
- **Customer Experience Management:**
- Ensure that customer inquiries and issues are resolved promptly and effectively, maintaining a high standard of service quality.
- Develop and implement customer service policies and procedures that enhance the overall customer experience.
- Act as a point of escalation for complex customer issues, utilizing negotiation and persuasion skills to resolve conflicts and ensure customer satisfaction.
- **Technology & Process Improvement:**
- Utilize call center management software and tools to monitor call handling, productivity, and quality assurance metrics.
- Identify opportunities to improve processes, leverage technology, and implement best practices to streamline operations.
- **Compliance & Reporting:**
- Ensure that all staff adhere to company policies, industry regulations, and customer service standards.
- Prepare and present regular reports on call center performance metrics, including team productivity, customer satisfaction, and areas for growth.
**Requirements:**
- **Education & Experience:**
- Bachelor's degree in Business Administration, Management, or related field.
- Minimum of 7 years of experience in call center management or related positions, with a proven track record of leading teams successfully.
- **Personality Traits:**
- **Driven:** A self-motivated individual focused on achieving set goals and maintaining high performance.
- **Hardworking:** Demonstrates a strong work ethic and dedication to the success of the team and organization.
- **Soft Skills:**
- Excellent negotiation and persuasion skills, able to influence others toward achieving common goals.
- Strong conflict resolution and problem-solving ability, with exceptional communication skills.
- Ability to adapt to changing circumstances and lead a remote team effectively.
- **Technical Skills:**
- Proficiency in call center software, CRM systems, and Microsoft Office Suite.
- Familiarity with data analysis and reporting tools to track performance metrics.
**Benefits:**
- Travel opportunities to engage with key clients and stakeholders.
- Company transportation for business-related travel.
- Travel and spending expenses covered for work-related activities.
**Working Environment:**
At Petron Malaysia, we pursue excellence in every endeavor, setting a high standard for achievement. Our work-from-home structure empowers team members to maintain a healthy work-life balance while contributing significantly to the company's mission.
**Application Deadline:** October 29, 2024
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**Equal Opportunity Statement:**
Petron Malaysia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified candidates regardless of race, gender, age, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.