**Job Title: Remote Call Center Manager**
**Company: IHH Healthcare Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6+ Years**
**Deadline to Apply: ******** **
### Company Overview:
IHH Healthcare Berhad is a leading international healthcare provider committed to delivering high-quality services that elevate patient care. Our team is dedicated to fostering a culture of innovation, accountability, and teamwork to drive the success and well-being of our patients and employees. As part of our mission, we are looking for a Remote Call Center Manager who shares our values and strives for excellence.
### Position Overview:
We are currently seeking a motivated and resilient Remote Call Center Manager to oversee our call center operations. This role is critical in ensuring optimal performance, enhancing customer satisfaction, and maintaining a high standard of service delivery. The successful candidate will possess strong planning skills and excel in communication, ensuring that our call center functions seamlessly while promoting a positive work environment.
### Key Responsibilities:
- **Team Leadership:** Manage, train, and mentor a team of call center agents, fostering a motivational and resilient team culture to achieve performance targets.
- **Operations Management:** Oversee daily call center operations, including monitoring call volume, agent performance, and service levels to ensure KPIs are consistently met or exceeded.
- **Customer Experience:** Develop and implement strategies to enhance customer satisfaction, gathering feedback and data to address areas for improvement.
- **Performance Reporting:** Analyze performance metrics and prepare detailed reports for upper management; utilize data to drive improvement initiatives and operational efficiencies.
- **Process Improvement:** Identify process inefficiencies and lead initiatives to optimize workflow, call handling, and service delivery processes.
- **Strategic Planning:** Collaborate with senior management to develop and implement strategic goals for the call center that align with the company's vision and objectives.
- **Training and Development:** Design and conduct training programs to enhance the skills and capabilities of call center staff, ensuring they are equipped to handle diverse customer inquiries effectively.
- **Compliance:** Ensure that all activities within the call center comply with company policies, industry regulations, and best practices for customer service and data protection.
- **Technical Oversight:** Oversee the call center technology and systems to ensure operational efficiency; implement improvements and ensure all agents are proficient in using the systems.
- **Work-Life Balance Promotion:** Foster a supportive remote work environment that encourages a healthy work-life balance, promoting employee well-being and satisfaction.
### Requirements:
**Education and Experience:**
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- Minimum of 6 years of experience in a call center or customer service management role.
- Proven track record of leading and developing teams to achieve high performance.
**Personality Traits:**
- Motivated: Demonstrates initiative and a strong desire to achieve success.
- Resilient: Capable of handling challenges and setbacks with a positive attitude.
**Soft Skills:**
- **Communication:** Exceptional verbal and written communication skills with the ability to convey information clearly and engage effectively with team members and customers.
- **Planning:** Strong organizational and planning abilities to prioritize tasks effectively in a fast-paced environment.
### Benefits:
- **Parental Leave:** Support for new parents with flexible leave options.
- **Paid Time Off (PTO):** Generous PTO policy to encourage work-life balance.
- **Free Accommodation:** Options available for remote workers requiring temporary housing.
### Working Environment:
At IHH Healthcare Berhad, we actively promote a work-life balance and prioritize employee well-being. We believe that a content and supported workforce leads to higher levels of productivity and job satisfaction.
### Equal Opportunity Statement:
IHH Healthcare Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified candidates without regard to race, gender, age, religion, sexual orientation, disability, or any other status protected by law.
If you are a driven and skilled professional looking for a part-time opportunity to make a significant impact, we encourage you to apply for the Remote Call Center Manager position!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
