Call Centre Operation ManagerReportFollowUp to MYR14,000 Per MonthKL City,Hot JobMore than 40 have applied to this jobPosted a day ago Closing 24 Apr 2025More than 40 have applied to this jobSaveApplyCompany Highlights Annual increment, performance bonus, medical & hospitalization covered Excellent opportunities for career advancement Accessible by public transport (Ampang Park MRT/LRT station) Requirements High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated. Certified Call…"> Call Centre Operation ManagerReportFollowUp to MYR14,000 Per MonthKL City,Hot JobMore than 40 have applied to this jobPosted a day ago Closing 24 Apr 2025More than 40 have applied to this jobSaveApplyCompany Highlights Annual increment, performance bonus, medical & hospitalization covered Excellent opportunities for career advancement Accessible by public transport (Ampang Park MRT/LRT station) Requirements High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated. Certified Call…" />

Call Centre Operation Manager

Kuala Lumpur, Malaysia

Job Description


Telecontinent Hiring! Full Time Call Centre Operation Manager in Kuala Lumpur, Earn up to MYR 14,000 - Ricebowl
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Call Centre Operation Manager
Report
Follow
Up to MYR14,000 Per Month
KL City,
Hot Job
More than 40 have applied to this job
Posted a day ago Closing 24 Apr 2025
More than 40 have applied to this job
Save
Apply
Company Highlights

  • Annual increment, performance bonus, medical & hospitalization covered
  • Excellent opportunities for career advancement
  • Accessible by public transport (Ampang Park MRT/LRT station)
Requirements
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated.
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
  • Proven experience as call center manager or similar position.
  • Experience in customer service is required.
  • Knowledge of performance evaluation and customer service metrics.
  • Solid understanding of reporting and budgeting procedures.
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.).
  • Proficient in MS Office and call center equipment/software programs.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with problem-solving ability.
  • Positive and patient.
Summary:
The ideal candidate will possess a strong aptitude for innovative and strategic thinking, demonstrating a capacity to think outside conventional boundaries and generate creative solutions. They will exhibit exceptional problem-solving skills, leveraging cognitive flexibility to adapt to unforeseen circumstances. A high degree of intellectual curiosity and a commitment to data-driven innovation are essential for success in this role.
Responsibilities
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
  • Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
  • Develop company systems for customer interaction and voice response and control the implementation process.
  • Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
  • Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
  • Summarize, collect and analyze call center trends and data for regular performance reports.
  • Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Benefits
Remuneration package:
  • Basic: Up to RM14,000 (Based on experienced and performance during interview with open negotiable)
  • KPI / Commission: Applicable (Based project assigned)
  • Medical & hospitalization covered
  • EPF, SOCSO and EIS covered
Working hour:
  • General 8 working hour daily (Based project assigned)
  • General 5 working days weekly (Based project assigned)
  • Off Day: 2 off days & Public Holiday (Based project assigned)
Working location:
  • Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
Additional Benefits
  • Annual Leave
  • Medical and Hospitalisation Leave
  • EPF / SOCSO / PCB
  • Annual Bonus
  • Training Provided
  • Allowance Provided
  • Performance Bonus
  • 5 Working Days
  • Company Trip
  • Medical Insurance
Skills
Problem-solving Project Management Microsoft Office Data Analytics Financial Management Cost Control Client Relationship Management Performance Management Communication skills
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Job Detail

  • Job Id
    JD1092877
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Kuala Lumpur, Malaysia
  • Education
    Not mentioned