BPO Contact Centre Manager
1 month ago
Main purpose of job
The main purpose of a Section Head is to lead and supervise BPO Contact Centre Inbound & Outbound Section. To lead the staff and operation into achieving a higher standard in accordance to the S...
Main purpose of job
The main purpose of a Section Head is to lead and supervise BPO Contact Centre Inbound & Outbound Section. To lead the staff and operation into achieving a higher standard in accordance to the SLA. Has the ability to work well between the Unit and the external client and to others internal department.
Principe responsibilities & duties
- Directly report to Head of Department on overall performance of BPO Contact Centre.
- Review operation performance and provide new action/planning/strategies to enhance BPO Contact Centre’s Service Quality, processes and system improvements.
- Develop and execute training module for BPO Contact Centre and look into staff training and development.
- Ensure customers correspondence and tasks are attended as per SLA.
- Ensure the operation is in compliance with internal and external policy and guideline as well as BNM requirements.
- Ensure staffs meet individual KPI and contribute to the department’s overall KRA.
- Manage, review and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of the Section.
- Recruit, train & supervise subordinate in multitasking operation.
- Report on operations performance.
- Identify operation constraint & possible action plan.
- Career development for staff.
- Feedback/Complaint management.
- Manage effective escalation process.
Job Requirement (Education & Experience)
- Well verse in English & Bahasa Melayu.
- Bachelor’s Degree in any related disciplined.
- 8 years direct experience in Contact Center operations with at least 5 years experience in Management level exposure.
- Good time management.
- Leadership characteristic and excellent interpersonal skills.
- Strong analytical skill and able to work under pressure.
- Manage to work with team environment.
- Experience in managing outsource contact centre will be an added advantage.
Perks & Benefits
- Nearby public transport
- Central location
- Casual dress code
- Medical insurance
- Personal leave
Overview
AEON Credit Service is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. The Company has established a strong presence in Malaysia since 1996 to provide easy payment schemes for purchase of consumer goods and a personal financing scheme based on Syariah principles.
Our business philosophy is based on "Customer Satisfaction" and we strive to make a positive contribution to our customer's lifestyles. AEON Credit has more than 10 branches in East and West Malaysia. In line with our rapid business expansion, we are extending our service network to new locations to better serve our customers.
Why Join AEON Credit?
At AEON Credit, we believe in "Customers First". To commit to this, we focus on enhancing our customer's convenience and continually provide them with value-added financial services to help them meet their lifestyle needs.
AEON Credit is an exciting and dynamic place to work. As a fast-growing consumer financing company, we are always looking to recruit exceptional individuals who strive for excellence. We seek visionary individuals that take initiative and are innovative, results-oriented and independent.
Join us in our mission to benefit our customers by providing them with the very best set of consumer financial services to better serve our customers' needs and to continue our contribution to the community.