Company Overview: We are SummitNext Technologies Sdn.
Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.
As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Operations Manager (Customer Service) to provide unrivalled support to our clients Key Responsibilities Oversee daily operations of the customer service/call centre team, ensuring service levels, productivity, and quality targets are consistently met.
Develop and implement strategies to improve operational efficiency, streamline processes, and enhance the customer experience.
Monitor key performance indicators (KPIs) such as call handling times, customer satisfaction, and agent performance, providing actionable insights.
Lead, coach, and develop the customer service team, including supervisors, team leaders, and agents, to ensure high performance and job satisfaction.
Manage staffing and scheduling to ensure optimal coverage and resource allocation based on call volume and service demand.
Collaborate with cross-functional teams (e.g., Quality Assurance, HR, Training) to ensure seamless communication and process improvements.
Handle escalated customer service issues and ensure timely resolution, promoting a customer-first culture.
Prepare operational reports on performance metrics, productivity, and any operational issues to senior management.
Stay updated with industry trends and technological advancements to continuously optimize operations.
Requirements/Qualifications Minimum Diploma in any relevant field (Business, Communications, etc.
), or equivalent work experience.
Minimum of 5 years of experience in operations management within a customer service or call centre environment.
Proven leadership and team management skills, with the ability to motivate and develop teams.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Proficiency in call centre software and CRM systems.
Excellent communication skills, both verbal and written.
Ability to work in a fast-paced environment and handle multiple priorities.
Experience with budget management and resource planning.
Knowledge of customer service best practices and quality assurance processes.
Implement and maintain quality assurance protocols to ensure high standards of customer service Soft Skills Strong problem-solving and decision-making abilities.
Excellent organizational and time management skills.
Ability to work under pressure and meet tight deadlines.
A proactive mindset with a focus on continuous improvement.
Strong interpersonal skills to collaborate effectively with team members at all levels.
Job Type: Full-time Pay: RM6000.00 - RM7000.00 per month Benefits: Annual Leave, Maternity Leave, Birthday Leave, Parental Leave, etc EPF & Socso Opportunities for promotion Professional development