Job Description : Your role :
Your role :
Coach, mentor, and motivate the skilled customer service professionals in providing a consistent and high quality customer services.
Coordinate recruitment and ensure the resources allocated are best utilized in meeting respective service level, KPIs and sales targets.
Contribute to the creation and subsequently drive the implementation of career development plan within Customer Relationship Management Department.
Foster sales / service culture and customer focused attitude within the Contact Centre.
Partner with key stakeholders to plan, develop, implement and review the policies, guidelines and procedures to ensure best practice within the Contact Centre.
Review, analyze and recommend strategies to drive the performance of Contact Centre.
Communicate and provide ongoing regular updates to management on operational issues and impacts, opportunities for improvement and action plans to drive results and performance.
To succeed in this role :
Degree holder with 5 years of Contact Centre management experience.
Telco and banking experience is an advantage.
Demonstrated ability to develop, implement and review policies and procedures for a service delivery environment.
Proven leadership skills, with the ability to coach and mentor people
Demonstrated ability to think critically and analytically.
Excellent organization, planning and communication skills.
Ability to build and maintain productive working relationships at all levels.
Ability to demonstrate flexibility and resiliency in the face of changing work requirement.
Capability of liaising, influencing and negotiating with a diverse range of internal and external stakeholders.