Call Center Operations Manager-mandarin Speaker - Kuala Lumpur, Malaysia - growthfn

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Verified Company
Kuala Lumpur, Malaysia

1 week ago

Siti Tan

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Siti Tan

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Description

As the Call Center Operations Manager, you will be responsible for overseeing the daily operations of our call center, ensuring smooth and efficient performance.

You will manage a team of call center agents, monitor performance metrics, and implement strategies to improve customer service and productivity.


Responsibilities:


  • Manage daytoday operations of the call center, including supervising staff, scheduling shifts, and monitoring performance.
  • Develop and implement strategies to improve efficiency and effectiveness of call center operations.
  • Monitor performance metrics, such as call wait times, call abandonment rates, and customer satisfaction scores, and make adjustments as needed.
  • Provide leadership and guidance to call center staff, including training and development.
  • Ensure compliance with company policies and procedures, as well as industry regulations.
  • Handle escalated customer inquiries and complaints, ensuring timely resolution.
  • Collaborate with other departments to improve overall customer experience.

Salary:
RM5, RM15,815.63 per month


Benefits:


  • Professional development

Schedule:

  • Monday to Friday

Supplemental pay types:

  • 13th month salary
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