**Job Title:** Contact Center Manager
**Company:** S P Setia Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
### Job Summary:
S P Setia Berhad, a leading player in the real estate and property development sector, is looking for a highly skilled and motivated Contact Center Manager to join our dynamic team in George Town, Penang. The ideal candidate will possess extensive experience in contact center operations, demonstrating resilience and dedication in driving performance and customer satisfaction. This is a part-time position that offers flexibility and the opportunity to significantly impact our customer engagement processes.
### Responsibilities:
- **Leadership and Management:**
- Oversee daily operations of the contact center, ensuring alignment with company goals and effectiveness in customer service delivery.
- Recruit, train, and mentor contact center staff, fostering a culture of excellence and accountability.
- Set performance goals and objectives for team members, regularly monitoring progress and providing constructive feedback.
- **Performance Monitoring:**
- Analyze call center metrics to identify trends, performance gaps, and areas for improvement; develop and implement action plans accordingly.
- Prepare and present periodic reports on contact center performance to senior management, including metrics such as call volume, average handling time, customer satisfaction scores, and resolution rates.
- **Customer Relationship Management:**
- Enhance customer satisfaction through the development and maintenance of outstanding service protocols.
- Address escalated customer inquiries or complaints, ensuring prompt resolution and follow-up.
- **Strategic Development:**
- Collaborate with cross-functional teams to design and implement customer service strategies aligned with overall business objectives.
- Ensure that the contact center processes are in compliance with company policies, industry regulations, and quality standards.
- **Training and Development:**
- Regularly assess training needs of contact center staff and coordinate relevant training programs to enhance skills and knowledge.
- Promote ongoing professional development among team members to foster career growth and improve service delivery.
- **Technology Utilization:**
- Manage the contact center technology infrastructure, ensuring that systems and tools are effectively utilized.
- Stay updated on emerging contact center technologies and best practices to optimize operations and improve customer interactions.
### Requirements:
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience:** Minimum of 6 years of experience in contact center management or similar roles, with a proven track record of improving customer service performance.
- **Skills:**
- Exceptional time management skills, ability to prioritize effectively, and meet deadlines.
- Strong presentation skills, with the ability to communicate complex information clearly and concisely to diverse audiences.
- **Personality Traits:**
- Resilient and able to thrive in a fast-paced environment while handling high levels of stress.
- Dedicated to continuous improvement and achieving excellence in customer service.
- **Technical Proficiency:**
- Proficient in contact center software and analytics tools; experience with CRM platforms preferred.
- Advanced knowledge of Microsoft Office Suite (Excel, PowerPoint, Word).
### Benefits:
- Company transportation provided.
- Disability insurance included.
- Visa sponsorship available for eligible candidates.
### Working Environment:
At S P Setia Berhad, we recognize and reward contributions based on performance and merit, cultivating a positive and inclusive workplace culture.
### Application Deadline:
Interested candidates are invited to submit their applications by ********** **.
### Equal Opportunity Statement:
S P Setia 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, sex, national origin, disability, or any other protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
