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
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Up to MYR14,000 Per Month
KL City,
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More than 40 have applied to this job
Posted a day ago Closing 24 Apr 2025
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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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