Job Description

Contract type:
Permanent


Location:
Kuala Lumpur


Specialisation:

Hospitality & Tourism


Reference:
PR/156262


Contact details:
Angelina Linggi


Contact email:
angelina.linggi@jac-recruitment.com


Job published:
November 09, 2023 17:51



COMPANY OVERVIEW
A leading global travel service located in Kuala Lumpur is in search of a skilled individual with strong managerial and leadership abilities, with excellent experience in call centre and customer service. The role involves overseeing and mentoring a team of 40-60 members, as well as enhancing customer satisfaction.

JOB RESPONSIBILITIES

• Managing and coaching contact center teams of 40 \xe2\x80\x93 60 executives.
• Ensure consistent achievement/exceedance of operational performance measures.
• Enhance customer satisfaction across various channels and products.
• Manage team members\xe2\x80\x99 attendance, absence, attrition, and individual KPI in teams.
• Evaluate team members\' performance and behavioral competencies, offering one-on-one coaching for improvement and creating action plans.
• Maximize team productivity and foster a high-performance culture for talent development.
• Analyze and report performance statistics to the Services Manager, providing recommendations for improvement based on identified trends.

JOB REQUIREMENTS

• Proficiency in written and spoken English and Malay.
• Over 5 years of experience in leading and mentoring contact center teams with over 40 members.
• Preferred experience with COPC, Six Sigma, or PMP.
• Effective communication skills.
• Proficient in utilizing call center management tools, including monitoring and coaching skills, as well as familiarity with telephone and other relevant technologies.

Apply online or feel free to contact me directly for more information about this opportunity. Due to the high volume of applicants, we regret to inform that only shortlisted candidates will be notified. Thank you for your understanding.