Job Description

An attractive Head of Contact Centre job has become available at a reliable financial organisation based in Kuala Lumpur. About the Head of Contact Centre Role:
You will strategise, implement, monitor selling and retention strategies for Call Centre and ensure it is aligned to the overall business strategy. Key Responsibilities:

• Planning, organising, leading and being accountable for the team performance to achieve the targets set and the approved key performance indicators with high level of customer experience through effective and optimal utilisation of resources approved
• Analysing performance, set both monthly and weekly sales target and plan activities to boost sales
• Planning annual budget required to meet target set
• Formulating Key Performance Indicators (KPI) and formulating tracking mechanism or provision of adequate support for the team
• Identifying, recruiting the right talent and be accountable for the development of team to improve level of competency and achieve performance targets set
• Developing succession plan and training needs for the team
• Identifying, implementing improvement initiatives to improve call centre operations to meet business goals
• Developing, implementing structured compliance guidelines and being responsible to ensure team exercise strict compliance to meet the organisation business strategies
• Reporting to the Management on department performance and ability to take adequate actions
• Managing and ensuring resolutions of complaints are handled professionally with action implementation to avoid recurrence of the same

To succeed in this role, you must clearly and comprehensively communicate the sales channels\' expectations to the team for execution. Key Requirements:

• Develop, execute customer delivery strategy and operational planning
• Create team spirit for positive environment to foster group performance
• Define and identify training needs of team - input/develop training plans
• Responsible for retention of staff within the team, and to ensure that targets set are met
• Prepare and conduct report analysis on timely manner

This financial organisation provides a wide range of wealth management, debt management, personal financing, financial advisory, business financing, investments consultation, insurance and real estate services to over 12,000 customers. It is much more than financial services and is anything but traditional. They have the people and ethos to act with speed, innovation, enterprise, and creativity. The scope of the offer, the size of the business, the freedom and autonomy to drive your career forward all adds up to a great place to work. If you are a talented and focused professional seeking the right opportunity to take your career forward, this Head of Contact Centre job is the role for you. Apply today or email me at Kimberly.Lah@robertwalters.com.my to discuss this new opportunity.