Remote Contact Center Manager

Job Description:

Fraser & Neave Holdings Bhd is seeking a highly experienced Remote Contact Center Manager to join our team in George Town, Penang, MY. As a Mid-to-Senior Level professional with at least 7 years of experience in contact center management, you will be responsible for overseeing and managing our remote contact center operations.

Responsibilities:
- Develop and implement strategies to improve customer service and satisfaction levels
- Manage a team of remote contact center agents, providing guidance, training, and support
- Monitor and analyze key performance indicators (KPIs) to ensure optimal performance and efficiency
- Collaborate with other departments to address customer issues and improve processes
- Implement quality assurance measures to maintain high standards of service delivery
- Handle escalated customer complaints and issues in a timely and professional manner
- Develop and maintain relationships with key stakeholders, including clients and vendors
- Stay up-to-date on industry trends and best practices to continuously improve operations

Requirements:
- Bachelor's degree in Business Administration or a related field
- Proven experience in contact center management, preferably in a remote setting
- Strong leadership and communication skills
- Ability to multitask and prioritize in a fast-paced environment
- Resourceful and adaptable to changing circumstances
- Excellent negotiation and planning skills
- Proficiency in Microsoft Office and contact center software
- Experience with remote work tools and technologies
- Ability to work independently and as part of a team

Benefits:
- Relocation allowance for eligible candidates
- Remote work flexibility
- Paid overtime opportunities
- Competitive salary and benefits package

Working Environment:
At Fraser & Neave Holdings Bhd, we strive for a harmonious workplace where collaboration and respect prevail. We value diversity and inclusion, and we are committed to creating a supportive and inclusive work environment for all employees.

Equal Opportunity Statement:
Fraser & Neave Holdings Bhd is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.