### Job Title: Remote Call Center Manager
**Company:** MYEG Services Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8+
#### Job Description:
MYEG Services Berhad is seeking a dedicated and experienced Remote Call Center Manager to lead our dynamic team. This part-time position offers the flexibility of remote work while allowing you to make a meaningful impact on our innovative customer service initiatives. The ideal candidate will possess extensive experience in managing call center operations, with a focus on enhancing customer satisfaction and driving team performance.
#### **Key Responsibilities:**
1. **Team Leadership:**
- Oversee the daily operations of the remote call center team, ensuring high-quality service delivery.
- Mentor, train, and develop call center agents to enhance their skills and productivity.
- Foster a culture of teamwork, resilience, and continuous improvement.
2. **Operational Management:**
- Establish and monitor key performance indicators (KPIs) to evaluate and improve team performance.
- Implement best practices and standard operating procedures to optimize workflow and efficiency.
- Analyze call center metrics and customer feedback to identify areas for improvement.
3. **Customer Experience:**
- Ensure that customers receive efficient, high-quality support through all communication channels.
- Handle escalated customer inquiries and complaints, resolving issues with critical thinking and empathy.
- Collaborate with other departments to enhance product knowledge and ensure consistent customer communication.
4. **Strategic Development:**
- Assist in developing strategic plans to enhance service offerings and improve customer satisfaction.
- Provide insights and recommendations based on data analysis and market trends.
- Participate in the recruitment and onboarding process for new call center staff.
5. **Technical Proficiency:**
- Utilize call center technology and software for monitoring, reporting, and optimizing team performance.
- Stay updated on industry trends and emerging technologies that could benefit call center operations.
6. **Reporting:**
- Prepare and present regular reports to senior management on team performance, customer feedback, and operational improvements.
- Maintain accurate records of team performance metrics and customer interactions.
#### **Requirements:**
- **Educational Background:**
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- **Experience:**
- Minimum 8 years of experience in call center management or relevant customer service roles.
- Proven track record in leading teams to exceed performance metrics and achieve operational goals.
- **Technical Skills:**
- Proficiency in call center management software and data analytics tools.
- Strong understanding of customer relationship management (CRM) principles.
- **Personal Attributes:**
- Hardworking and dedicated with a strong work ethic.
- Resilient individual who can handle challenges and maintain a positive attitude in high-pressure situations.
- **Soft Skills:**
- Excellent teamwork and collaboration abilities, fostering an inclusive and enjoyable team environment.
- Strong critical thinking and problem-solving skills to identify issues and implement effective solutions.
#### **Benefits:**
- Opportunities for travel within and outside the country.
- Visa sponsorship for qualified candidates.
- Flexible remote work environment with a focus on work-life balance.
#### **Working Environment:**
Join a vibrant and joyful work culture at MYEG Services Berhad, where we believe in celebrating achievements, fostering creativity, and promoting teamwork. Your contributions will play a pivotal role in creating a positive and dynamic workplace for our team and valued customers.
#### **Application Deadline:**
Please submit your application by **October 13, 2024**.
#### **Equal Opportunity Statement:**
MYEG Services 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We look forward to welcoming a passionate and talented Remote Call Center Manager to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
