Job Description

• Oversee the day-to-day operations of the Call Center. 
• Handle escalated calls.  
• Drive the team to make Solution Plus targets.
• Oversee and manage the overall delivery of efficient service to customers. 
• Establish organizational structure, measurement tools and processes necessary to achieve operational and sales goals. 
• Develop business plans and establish budget for attaining target results within agreed budget constraints. 
• Ensure adequate staff are recruited, trained, rewarded and retained for reaching the agreed individual and departmental goals and objectives. 
• Timely and effective administration of performance evaluations, compensation plans, development and / or action plans and coaching activity for all team members. 
• Service level management, including servicing and forecasting management.
• Develop and manage annual budget, staffing, performance management, employee development and satisfaction, reward and recognition, training and development of high-performance team. 
• Identify areas of system downfall or areas of systems’ incapability and pursue investigation or correction. 
• Develop long term strategies to improve efficiency and reduce cost.
• Ensure call center systems function efficiently and continuously work with relevant parties to implement systems enhancement and upgrading, all in line with corporate strategy. 
• Conduct workload forecasting, designing process flows and performing work force scheduling. 
• Conduct performance review of Team Leaders.  
• Guide, coach and mentor Team Leaders.
• Implement work flows and structures to support any new product / service launches. 
• Review and perform ongoing service process analysis to identify improvement opportunities that lead to higher customer satisfaction, better resource utilization and operational efficiency. 
• Proactively identifying root causes and eliminating defects in relation to customer service. 
• Deal with complex and difficult cases and exercise discretion with customer complaints via telephone and correspondences. 
• Analyze performance reports and work on improvement plans.  
• Submit management reports to the senior management and at the Management Review Meeting.
• Support new products and process implementations 
• Ad hoc projects as required.

Job Requirements

• At least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Business Studies/Administration/Management, Commerce, Economics or equivalent. 
• Minimum 3 to 5 years of relevant experience in call centre environment.
• Good leadership qualities with supervisory experience
• Excellent interpersonal and communications skills
• Ability to coordinate across functions and groups
  
  

Additional Info