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Senior Manager (Call Centre Department Head)

Geno Management Solution Sdn Bhd Posted: 12 Month
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Description:

Position        : Senior Manager (Call Centre Department Head)
Working Location    : Bangsar South City
Working Hours    : Monday – Friday
Salary            : RM 12,000 – RM 15,000 + Allowance

Responsibilities
•    Responsible for overall Contact Centre Department (CCD) operations including OMNI channel in HQ and Regional Offices for planning, organizing, implementing, monitoring and analysis for continual improvement
•    Lead CCD to achieve standards in accordance to the company vision, mission and direction
•    Plan, propose, implement and coordinate on system development and enhancement 
•    Build good relationship between the Departments and other company’s Business Partners
•    Ensure the overall operations are in compliance with internal policy and guideline as well as BNM requirement
•    Manage, review and take corrective action as per PDCA (Plan, Do, Check, Action)
•    Streamline work procedures to achieve work efficiency
•    Provide 2nd level support to staff for complicated enquiries and complaints
•    Provide system enhancement support, design and testing for system development 
•    Train and supervise subordinate in multitasking operations and flexible working hours/days
•    Report on the CCD operations performance and improvement strategies

Requirements
•    Bachelor’s Degree in any related discipline
•    Min 10 years direct experience in managing Call Centre operations
•    Well exposed in managing Call Centre and Customer Service Operations knowledge
•    Able in working with tight deadlines and multitasking
•    Able to absorb information and skill easily while maintaining a good relationship with peoples at all levels
•    Excellent communication skills and independent in making decision
•    Willing to explore different operation enhancement
•    Leadership characteristic and good team player
•    Strong analytical skill and able to work under pressure
 

Interested applicants are invited to e-mail  and provide detailed resume to us stating contact details, employment history (if any) and academic background, a recent passport-sized photograph, together with current and expected salary.
 


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