**Job Title:** Online Contact Center Manager
**Company:** UMW Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 5
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**Job Description:**
UMW Holdings Berhad is seeking a dedicated and experienced Online Contact Center Manager to lead our online customer service initiatives. This part-time position is tailored for an individual who thrives in a dynamic environment and seeks to make a significant impact on our customer experience. As the Online Contact Center Manager, you will oversee the daily operations of our online contact center, ensuring exceptional service delivery and fostering a positive working atmosphere for your team.
**Key Responsibilities:**
1. **Team Leadership**:
- Recruit, train, and mentor a team of online customer service representatives.
- Conduct regular performance evaluations and provide constructive feedback.
- Foster a motivated and high-performing team culture that prioritizes empathy and customer satisfaction.
2. **Operational Management**:
- Oversee daily operations of the online contact center, ensuring workflow efficiency and adherence to service standards.
- Monitor and analyze key performance metrics, identify trends, and implement actionable strategies for improvement.
- Develop and implement operational policies and procedures to optimize the customer interaction process.
3. **Customer Experience**:
- Develop comprehensive customer service strategies that enhance the customer experience across all digital platforms.
- Handle escalated customer inquiries and complaints, ensuring resolutions are effective and timely.
- Engage in regular reviews of customer feedback to identify areas for enhancement.
4. **Project Management**:
- Lead projects to integrate new technologies or methodologies aimed at improving operational efficiency and service delivery.
- Collaborate with other departments to ensure seamless customer service support and alignment with overall business goals.
- Manage change initiatives within the contact center operations to promote agility and adaptability.
5. **Reporting and Analysis**:
- Prepare and present regular reports on contact center performance, including response times, customer satisfaction scores, and operational costs.
- Utilize data analysis tools to drive decision-making and identify opportunities for growth or enhancement.
6. **Budget Management**:
- Assist in the development and management of the contact center budget while ensuring cost-effectiveness and resource optimization.
7. **Training and Development**:
- Design and implement ongoing training programs to enhance team skills and knowledge.
- Stay updated on industry trends, best practices, and emerging technologies that can benefit the contact center operations.
**Requirements:**
- A minimum of 5 years of experience in a contact center or customer service management role.
- Proven ability to manage teams remotely and drive performance through effective leadership.
- Strong decision-making skills and the ability to solve complex problems under pressure.
- Proficiency in project management methodologies.
- Experience with contact center software and data analysis tools.
- Excellent communication and interpersonal skills.
- A driven and adaptable personality, with a willingness to embrace change and innovation.
- Ability to work flexible hours as required by the needs of the contact center.
**Benefits:**
- Opportunities for travel to various company facilities and events.
- Vision insurance coverage.
- Provision of company equipment for efficient performance of duties.
**Working Environment:**
At UMW Holdings Berhad, we foster a flexible working environment that adjusts to changes with speed and efficiency, allowing employees the autonomy to excel in their roles.
**Application Deadline:**
All applications must be submitted by **October 6, 2024**.
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**Equal Opportunity Statement:**
UMW Holdings 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 characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
