Job Description:
We are looking for a dedicated and hardworking Contact Center Manager to join our team at QSR Brands in Malacca City, Melaka, MY. As an Associate Level position, the ideal candidate should have at least 5 years of experience in a similar role.
Responsibilities:- Manage a team of contact center agents to ensure high levels of customer service and satisfaction- Develop and implement strategies to improve efficiency and performance within the contact center- Monitor and analyze key performance indicators to identify areas for improvement- Handle escalated customer inquiries and complaints in a professional and timely manner- Conduct regular training sessions for contact center staff to enhance their skills and product knowledge- Collaborate with other departments to ensure seamless communication and customer experience- Prepare reports and presentations for senior management regarding contact center operations and performance- Oversee scheduling and staffing to meet service level agreements and targets- Stay up-to-date on industry trends and best practices in contact center management
Requirements:- Bachelor's degree in Business Administration or related field- Proven experience as a Contact Center Manager or similar role- Excellent communication and interpersonal skills- Strong negotiation and people management skills- Ability to work under pressure and meet tight deadlines- Proficiency in CRM software and Microsoft Office Suite- Flexibility to work part-time hours and occasional weekends or holidays- Must be willing to relocate to Malacca City, Melaka, MY
Benefits:- Relocation allowance for eligible candidates- Company-provided equipment for work- Visa sponsorship for international candidates
Working Environment:At QSR Brands, we value building strong relationships with colleagues, clients, and partners. The Contact Center Manager will have the opportunity to work in a collaborative and supportive environment that fosters growth and development.
Deadline to Apply:Please submit your application by June 29, 2024.
Equal Opportunity Statement:QSR Brands is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, or disability. All qualified candidates are encouraged to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
