Executive - Operation Improvement (Contact Centre Department)

Main Purpose of the Job:
To improve Contact Centre Department function in term of system enhancements, call quality, overall work processes, and ensuring Contact Centre is in compliance with the Company policy and procedures. 



-To assist Unit Head/Department Head on operation improvement project.
Handling all projects that request by Unit Head or Department Head in term of testing and implementing.


-Report on operations performance in daily, weekly and monthly basis.


-Coordinator for DPR, IMS, and BNM guidelines to ensure Customer Care HQ and Regional are compliance to the procedures and guidelines.


-Conduct training for new and existing customer care officers.


-Conduct call monitoring and compilation for Customer Care HQ and Regional.


-To monitor new officers work progress and provide feedback from time to time.


-To review all work procedures from time to time and update it accordingly.


-Identify operation constraint and possible action plan.


-Ensure the operation is in compliance with internal policy and guideline as well as BNM requirements.

(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-aeon-credit-services-m-berhad-job-executive-operation-improvement-contact-centre-department)
; Requirements:-


-Diploma or Bachelors Degree in any related disciplined


-Well verse in English and Bahasa Melayu


-Fresh graduate are welcome to apply as training will be provided.


-Technical knowledge in Contact Centre will be added advantage.


-Good communication and interpersonal skills.


-Good time management


-Strong analytical skill and able to work under pressure.


-Successful candidate will be based at Bangsar South office.