ROLE ACCOUNTABILITES

1. Managing the Overall Contact Centre - Overseeing the Contact Centre operation to meet the defined goals and target of the company, managing the Contact Centre Manpower to handle the incoming call, outgoing calls and digital communication channels
2. Managing People - Involves in recruiting, hiring, on-boarding, arranging training, off-boarding and implementing the employee engagement activities, motivation program, overseeing the employee well-being and ensuring the great working environment
3. Role Model Behaviour - Lead and inspire the team members as a role model by presenting the “Can Do” attitude, positive manners, following good business work ethic, driving the result and outcomes through the team members
4. Coaching & Feedback - Conducting performance evaluations, setting individual goals & target based on the departmental goals, and providing regular coaching and feedback to ensure team members are meeting the performance metrics.
5. Customer Satisfaction - Ensuring that customers are satisfied with the services provided by the Contact Centre, which involves reviewing daily digital interaction trend, monitoring customer interaction, analysing voice of customer and taking appropriate action to address customer complaints or issues.
6. Developing and Implementing Policies & Procedures - Responsible for creating and implementing policies and procedures to manage Contact Centre operations, including Digital Channels handling, Standard Operation Procedures, escalation procedures, and quality assurance procedure .
7. Managing Call Centre System - Managing the use of Contact Centre Systems such as Customer Relationship Management (CRM), Phone Management System, Digital Channels Management System, and other related systems to ensure to use effectively and efficiently based on the of company system policies
8. Monitoring Call Centre Performance - Responsible for monitoring key performance metrics, such as handling incoming message volume, message replied rate, average call handling time, customer satisfaction and taking action to address any issues or trends etc.
9. Cooperating with other departments: Cooperating closely with other departments, such as marketing, sales, and IT, Product Team to ensure that the Contact Centre is aligned with the organizations overall goals and strategies.
10. Analysing Data and Implementing Strategy: Responsible for analysing Contact Centre data to identify trends, areas for improvement, opportunities for growth, and making recommendations to senior management based on the findings.

Minimum Entry Qualifications

• Bachelor degree

Minimum Experience & Essential Knowledge

• Minimum 5 years in a similar role or capacity
• Excellent knowledge of Customer Care systems and processes to drive customer service
• Excellent communications skills, able to clearly and accurately define and communicate as per business needs
• Excellent experience in managing teams in large operations
• Excellent knowledge of Telco processes is essential
• Ability to work cross functionally to ensure end to end processes are respected and implemented
• Able to work within tight timelines and under pressure