### Job Title: Contact Center Manager
**Company:** Digi.Com Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
---
#### Job Description:
Digi.Com Berhad is seeking a motivated and organized **Contact Center Manager** to join our dynamic team in Johor Bahru. In this part-time role, you will play a critical role in overseeing the operations of our contact center to ensure outstanding customer service and performance. You will manage a team of customer service representatives, collaborate with various departments, and implement strategies to enhance both customer and employee satisfaction while meeting operational goals.
---
#### Key Responsibilities:
- **Team Leadership:**
- Supervise and coach a team of customer service representatives, fostering a culture of collaboration and excellence.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Facilitate training programs to develop skills and enhance team performance.
- **Operational Management:**
- Oversee daily contact center operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and implement operational strategies and workflows to improve efficiency and effectiveness.
- Monitor call volume patterns and adjust staffing as necessary to ensure optimal coverage.
- **Performance Analysis:**
- Analyze performance metrics and identify areas for improvement.
- Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to management.
- Utilize data-driven approach to implement changes that enhance customer experience.
- **Customer Engagement:**
- Ensure all customer interactions are handled professionally and positively, resolving issues promptly and efficiently.
- Regularly gather and analyze customer feedback to enhance service delivery and overall customer satisfaction.
- Collaborate with the marketing and product teams to provide customer insights that influence product and service offerings.
- **Strategic Development:**
- Stay updated on industry trends and best practices to implement innovative solutions within the contact center.
- Participate in the development of standards, policies, and procedures that enhance channel performance and customer experience.
- Promote a positive working environment that encourages creativity, motivation, and accountability.
#### Requirements:
- **Experience:**
- A minimum of 5 years of experience in contact center management or a related field.
- Proven track record in managing teams and driving performance in a high-pressure environment.
- **Educational Background:**
- Bachelor's degree in Business Administration, Management, or a related field is preferred.
- **Skills:**
- Exceptional presentation skills with the ability to effectively communicate to diverse audiences.
- Strong attention to detail with a focus on quality service delivery.
- Proficient in CRM software and Microsoft Office Suite.
- **Personal Traits:**
- Adaptable and able to change strategies based on evolving business needs and situations.
- Dedicated and committed to fostering a culture of excellence and continuous improvement among team members.
- **Soft Skills:**
- Strong interpersonal skills with a talent for motivating and engaging team members.
- Excellent problem-solving skills and the ability to think critically under pressure.
---
#### Benefits:
- Gym membership to promote a healthy lifestyle.
- Dental insurance to ensure your well-being.
- Free food to keep you energized throughout your workday.
---
#### Working Environment:
At Digi.Com Berhad, we believe in sparking creativity and motivation in a working environment that inspires greatness. We foster a culture of collaboration and innovation where employees are encouraged to share ideas, engage in problem-solving, and contribute to the overall success of the organization.
---
#### Application Process:
If you are driven, dedicated, and ready to take on the challenge of leading a contact center team in a rapidly evolving industry, we invite you to apply.
**Deadline to Apply:** ********
Digi.Com Berhad 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
