Job Summary
- Manage and lead a 24hrs x 7 days Contact Centre operations, or any other operating hours determined by Management
- Develops and directs the implementation of goals, objectives, policies, procedures, and work standards for the department
- Deliver high-quality customer experience in all voice and non-voice interactions by managing accuracy and consistency of team performance
- Drive team performance to achieve and exceed performance standards by managing efficiency i.e. service level, handling time, abandonment, occupancy, etc
- Monitor and manages day-to-day operations, ensure operation run smoothly at all time and takes corrective action when appropriates
- Manage resources of Contact Centre to ensure it is appropriately staffed with capable, qualified employees through appropriate recruitment, deployment program, retention of staff e.g. staff satisfaction, team building, development program, coaching, etc
- Manages inter and intra department processes to identify areas for process corrections and improvements
- Manage escalated customer concerns to ensure it is responded timely and appropriately follow up to closure
- Review, develop, deploy and maintain the industry with internal and external departments
- Prepare and administer departmental budget
- Serve on the Customer Service operation management team, attends review and meetings ensuring departmental needs and concerns are represented
Job Descriptions
Strategic Planning- Stays abreast with new practices and technologies; establishes strategies for continuous enhancement of the Contact Centre. The primary focus is to shape the future of Contact Centre into a variety of voice and digital channels, that are managed by multi-skilled employees to deliver a great customer contact experience. Cost efficiency and revenue-driven strategy through customer retention, up-sell, cross-sell and sales through service.
Performance Management- To ensure customers are consistently receiving high quality and efficient service, such as first contact resolution, able to resolve various queries, complaints and close escalated cases speedy and effectively. Ensure to meet all Mandated Service Quality of Standards/KPIs imposed by Malaysian Communications and Multimedia Commission (MCMC) across all interactions. Overall ensuring Contact Centre gain and maintain recognition for the quality of customer experience.
Voice of Customer Management- Acts as the Voice of the Customer, championing change and improvements across the customer experience, driving change, and influencing future change/projects to support and achieve improvements in the customer experience and increase Customer Satisfaction and Promoter Scores.
Human Resource Management- Accomplishes Contact Centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, and counseling employees; coordinating resource forecast & scheduling; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. A commitment to excellence is demonstrated through continuous staff development programs, employee engagement activities, service, knowledge, skills, and morale.
Budgetary Management- Meets Contact Centre financial objectives by estimating resource requirements; preparing an annual budget to attain business goals with operational stability; scheduling expenditures; analyzing variances; initiating corrective actions.
Vendor/Supplier/Partner Management- Responsible for authoring contract documents including statements of work and service level exhibits. Effective management of relationships with external partners is integral in ensuring continued service delivery and customer satisfaction, particularly in managing performance and relationships of in-sourcing partners to deliver a consistent level of accessibility and quality of service to customers.