**Job Title: Contact Center Manager - Remote Work**
**Company: Sunway Group**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6+ years**
**Deadline to Apply: ******** **
**Company Overview:**
At Sunway Group, we are committed to creating value through sustainable practices and innovative solutions in various industries. Our vision is to enrich lives, and we strive to uphold high standards of ethics and integrity in all our endeavors. We are now seeking a passionate and confident Contact Center Manager to join our dynamic team on a part-time basis.
**Position Summary:**
The Contact Center Manager will oversee all operations of the Sunway Group's contact center, ensuring exceptional customer service delivery and efficient management of resources. This role requires robust leadership skills, a problem-solving attitude, and a strong ability to foster teamwork within a remote work environment. The successful candidate will be instrumental in driving performance, enhancing customer experiences, and developing a motivated team focused on achieving organizational objectives.
**Key Responsibilities:**
1. **Leadership & Management:**
- Lead, motivate, and develop a high-performing contact center team.
- Establish and manage team performance metrics and KPIs, ensuring alignment with organizational goals.
- Conduct regular performance reviews and provide constructive feedback to team members.
2. **Operational Oversight:**
- Develop and implement contact center policies and procedures to improve operational efficiency.
- Monitor call volume, analyze workload trends, and manage staffing levels to meet business demands.
- Ensure compliance with industry standards and regulatory requirements.
3. **Customer Service Excellence:**
- Foster a customer-centric culture by implementing best practices in service quality.
- Resolve escalated customer issues and provide effective solutions.
- Continuously assess customer interactions and feedback to identify areas for improvement.
4. **Training & Development:**
- Identify training needs and develop training programs to enhance skills and knowledge of team members.
- Support ongoing professional development through coaching and mentoring.
5. **Data Analysis & Reporting:**
- Analyze contact center metrics and generate reports to assess performance and recommend enhancements.
- Utilize data-driven insights to inform decision-making and operational strategies.
6. **Collaboration & Communication:**
- Work closely with other departments to ensure seamless communication and collaboration.
- Facilitate regular meetings to discuss achievements, challenges, and updates with team members.
7. **Continuous Improvement:**
- Champion continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.
- Stay updated on industry trends and emerging technologies to drive innovation.
**Requirements:**
- Bachelor's degree in Business Administration, Management, or a related field; relevant certifications are a plus.
- A minimum of 6 years of experience in contact center management, with a focus on customer service delivery and team leadership.
- Proven ability to lead and motivate teams in a remote work setting.
- Strong analytical skills with experience in data analysis and performance metrics.
- Excellent communication and interpersonal skills, with the ability to foster teamwork and collaboration.
- Passionate and confident personality, with a strong commitment to customer satisfaction.
- Problem-solving mindset with a proactive approach to identifying and addressing operational challenges.
- Familiarity with contact center technology and tools (e.g., CRM systems, workforce management software).
**Benefits:**
- Free food provided during working hours.
- Company equipment supplied for efficient workflow.
- Company transportation for team members when necessary.
**Working Environment:**
At Sunway Group, we believe in upholding the highest standards of ethical conduct and integrity. We foster an inclusive, respectful, and collaborative work environment that empowers our employees to innovate and excel.
**Equal Opportunity Statement:**
Sunway Group 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, sexual orientation, gender identity, national origin, disability, or veteran status.
We look forward to your application and hope to welcome you to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
