Dialog Group Berhad is seeking a highly motivated and independent Contact Center Manager to join our team in Malacca City, Melaka. As a mid-to-senior level position, the ideal candidate will have at least 7 years of experience in a contact center or customer service management role.
Responsibilities:1. Manage and oversee the daily operations of the contact center, including monitoring performance metrics, handling escalated customer inquiries, and ensuring efficient call handling processes.2. Develop and implement strategies to improve customer satisfaction and retention rates.3. Lead a team of contact center agents, providing coaching, training, and feedback to ensure high performance.4. Collaborate with other departments to optimize processes and procedures for a seamless customer experience.5. Analyze data and trends to identify opportunities for process improvement and cost savings.6. Maintain compliance with company policies, industry regulations, and quality assurance standards.7. Handle escalations from customers and resolve complaints in a timely and professional manner.8. Prepare reports and presentations for senior management on contact center performance and key metrics.
Requirements:1. Bachelor's degree in Business Administration or a related field.2. Strong leadership skills and the ability to motivate and inspire a team.3. Excellent communication skills, both written and verbal.4. Proficiency in contact center technology and software, such as CRM systems and call routing software.5. Proven track record of meeting or exceeding contact center KPIs and goals.6. Strong problem-solving and analytical skills.7. Ability to work independently and make effective decisions under pressure.8. Experience in the insurance or financial services industry is a plus.
Personality traits: motivated, independentSoft skills: cooperation, problem-solving
Benefits:- Parental leave- Joining Bonus- Life insurance
Working environment:At Dialog Group Berhad, we cultivate a sense of ownership and responsibility at every level. We believe in creating a supportive and inclusive work environment where every team member has the opportunity to grow and succeed.
Equal opportunity statement:Dialog Group Berhad is an equal opportunity employer and we welcome applicants from all backgrounds and experiences. We are committed to creating a diverse and inclusive workplace where everyone can thrive. Join us and be a part of our dynamic team! Apply by June 14, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
