Job Description

Area of responsibilities

• As a Backend Assistant Manager in our Inbound Contact Center, you will play a crucial role in the smooth operation of our contact center\'s back-end processes. Your primary responsibility will be to support the Backend Leaders in overseeing the daily activities and operations of the backend team. You will be responsible for ensuring that all processes are executed efficiently, with an unwavering focus on delivering top-notch customer service.
• Key Responsibilities:

• Build and maintain positive relationships with key stakeholders, including team members and cross-functional departments to ensure alignment, transparency, and successful collaboration.
• Assist in leading and motivating a team of backend representatives to ensure optimal performance and productivity.
• Monitor and maintain the quality and accuracy of data entry and document management processes.
• Continuously identify opportunities to enhance operational processes and suggest improvements for increased efficiency and productivity.
• Assist in the onboarding and ongoing training of new team members, ensuring that they understand and follow best practices.
• Regularly track and analyze key performance indicators (KPIs) to ensure targets are met and exceeded.
• Collaborate with the Backend Manager to address and resolve any issues or escalations related to backend processes.
• Maintain accurate records of backend processes, reports, and other relevant documentation.
• Work closely with other departments, such as customer service and IT, to ensure seamless integration of backend processes with front-end operations.
• Ensure that all backend activities adhere to company policies, procedures, and compliance standards.
• Collaborate with team to identify opportunities for RPA implementation within backend processes, develop automation strategies, and oversee the successful integration of RPA solutions
• Qualifications:

• Bachelor\'s degree in a relevant field or equivalent experience.
• 3-5 years of experience in contact center operations, with a proven track record of leadership, team management, and project management.
• Strong proficiency in data analysis and the use of relevant software tools (e.g., Excel, data analytics platforms).
• Exceptional understanding of KPIs, performance metrics, and project management methodologies.
• Demonstrated ability to develop, coach, and motivate teams to achieve and exceed targets.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to thrive in a fast-paced and dynamic work environment.
• Able to travel to Melaka if needed
• Able to work during weekend/PH
• Experience with contact center technology, customer relationship management (CRM) systems, and project management tools is highly desirable.
• Certified Contact center professional / Customer Experience will be an added advantage
• Working details:

• Working location: KL
• Working hours: Office hours
• Basic salary: RM3000 - RM4000
• Serious candidate with qualifications, please email to: ain_othmaniah@persolkelly.com

Reference Number:

Contact Details:

ain_othmaniah@persolkelly.com

Profession:

Sales and Marketing
Contact Centre/ Customer Service

Company:

PERSOLKELLY Malaysia

Date Posted:

6/11/2023 5:02:00 PM

PersolKelly