Executive - Operation Improvement (Contact Centre - Bangsar South, Malaysia - AEON Credit Service (M) Berhad

AEON Credit Service (M) Berhad
AEON Credit Service (M) Berhad
Verified Company
Bangsar South, Malaysia

3 weeks ago

Siti Tan

Posted by:

Siti Tan

beBee Recruiter
Description

Main Purpose of the Job:


To improve Contact Centre Department function in term of system enhancements, call quality, overall work processes, and ensuring Contact Centre is in compliance with the Company policy and procedures.


  • To assist Unit Head/Department Head on operation improvement project.
Handling all projects that request by Unit Head or Department Head in term of testing and implementing.

  • Report on operations performance in daily, weekly and monthly basis.
  • Coordinator for DPR, IMS, and BNM guidelines to ensure Customer Care HQ and Regional are compliance to the procedures and guidelines.
  • Conduct training for new and existing customer care officers.
  • Conduct call monitoring and compilation for Customer Care HQ & Regional.
  • To monitor new officers work progress and provide feedback from time to time.
  • To review all work procedures from time to time and update it accordingly.
  • Identify operation constraint & possible action plan.
  • Ensure the operation is in compliance with internal policy and guideline as well as BNM requirements.

Job Requirement:


  • Diploma or Bachelors Degree in any related disciplined
  • Well verse in English and Bahasa Melayu
  • Technical knowledge in Contact Centre will be added advantage.
  • Good communication and interpersonal skills.
  • Good time management
  • Strong analytical skill and able to work under pressure.
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