Line Manager, Contact Centre
Job Description
Deliver world class 24 hour one-stop customer service. Oversees daily frontline operations and ensure department meets KPIs set for Performance, Quality, Compliance and Risk Management. Work closely with Process team and Team Managers for continuous process improvements through observations, feedback and call care. Work with Workforce/Resource Planning team in maximizing resources for efficiency. Plan and make necessary arrangement to support all marketing and operation campaigns. Continuously improve contact centre operational strategies and procedures, across sales and service. To continuously review and improve work processes to enhance customer\'s experience. Responsible for handling escalated complaints and identify opportunities for improvement. Build and maintain effective internal and external stakeholder relationship. Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank. Ensure operations risk and audit compliance by the team. Qualifications Degree holder. Strong background in managing a Contact Centre and proven experience of managing frontline managers. Individuals with prior experience in Financial Services are preferred. Experience managing a multi-channel environment (phone, email, chat, social media) will be an added advantage.
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Job Detail
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Job IdJD972372
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationKuala Lumpur, Malaysia
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EducationNot mentioned