Contact Center Manager - Remote Work

Job Description:

UMW Holdings Berhad is seeking a Contact Center Manager to join our team on a part-time basis. This position will be remote, allowing for flexibility and work-life balance. As a Contact Center Manager, you will be responsible for overseeing the operations of our contact center, ensuring that customer inquiries are handled efficiently and effectively.

Responsibilities:
- Manage a team of contact center agents, providing guidance and support as needed
- Develop and implement strategies to improve customer satisfaction and retention
- Monitor key performance indicators and make adjustments as necessary to meet goals
- Conduct regular performance evaluations and provide feedback to team members
- Collaborate with other departments to address customer issues and improve processes
- Stay up-to-date on industry trends and best practices in customer service
- Handle escalated customer inquiries and complaints in a timely and professional manner
- Analyze data to identify trends and opportunities for improvement
- Develop and implement training programs for contact center agents

Requirements:
- Bachelor's degree in Business Administration or a related field
- Minimum of 6 years of experience in a contact center or customer service role
- Strong leadership skills and the ability to motivate and inspire a team
- Excellent communication and interpersonal skills
- Adaptable and able to thrive in a fast-paced environment
- Passionate about providing exceptional customer service
- Strong research and analysis skills
- Proficient in Microsoft Office and contact center software
- Experience with CRM systems is a plus

Benefits:
- Free food
- Free accommodation
- Relocation allowance

Working Environment:
At UMW Holdings Berhad, we believe in unleashing creativity in a setting that celebrates and nurtures innovation. Our team is dedicated to pushing boundaries and finding new ways to exceed customer expectations.

Deadline to Apply:
September 2, 2024

Equal Opportunity Statement:
UMW Holdings Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.