About the roleWe are looking for an experienced Senior Manager Contact Centre to join our rapidly growingEnvo Bpo Services Sdn Bhdteam inPetaling Jaya, Selangor . In this full-time role, you will be responsible for leading and managing our client-facing contact centre operations to drive exceptional customer service and operational efficiency.
What you'll be doing
Oversee the day-to-day operations of our multilingual contact centre, ensuring seamless service delivery and adherence to key performance metrics.
Manage, mentor and develop a team of contact centre supervisors and agents, providing guidance and support to drive continuous improvement.
Analyse contact centre data and implement strategies to enhance productivity, quality and customer satisfaction.
Liaise with cross-functional teams to identify and resolve customer service issues and implement process improvements.
Collaborate with the sales and marketing teams to support new client onboarding and ensure effective deployment of contact centre resources.
Monitor industry trends and best practices, and introduce innovative solutions to enhance the overall customer experience.
What we're looking for
Minimum 5 years' experience in a senior contact centre management role, preferably in theCall Centre & Customer Serviceindustry.
Proven track record of leading high-performing contact centre teams and delivering exceptional customer service.
Strong communication, interpersonal and stakeholder management skills with the ability to effectively liaise with clients and cross-functional teams.
Excellent problem-solving, analytical and decision-making skills to drive operational improvements.
Proficient in data analysis and the use of contact centre technologies and systems.
Adaptable to change and able to thrive in a fast-paced, dynamic environment.
What we offerAtEnvo Bpo Services Sdn Bhd , we are committed to providing our employees with a supportive and fulfilling work environment. In addition to a competitive salary, we offer a range of benefits including:
Comprehensive medical and dental coverage.
Generous annual leave entitlement and flexible work arrangements.
Ongoing training and development opportunities to support your career growth.
Active social and wellness initiatives to promote work-life balance.
If you're ready to take on a rewarding challenge and be part of our dynamic team,apply now .#J-18808-Ljbffr