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head of contact centre

head of contact centre

RecruitFirstKuala Lumpur, MY
18 hari lalu
Penerangan pekerjaan

Overview

Who you'll be working for

Banking Industry

What requirements you'll need to be eligible

  • At least a recognized Degree.
  • At least 4 years of proven supervisory and team management experience, preferably in a customer centre environment.
  • Familiar with banking and / or credit cards process and products.
  • Good communication skills, comprehension skills.

What you'll be doing on the job

  • Plans, organizes and controls resources for optimal utilization to deliver appropriate customer service.
  • Maintains and improves the centre’s real-time responsiveness so as to ensure smooth running of day-to-day customer servicing.
  • Manages staff roster to meet the fluctuations in call demands and programs; recommends and adjusts real-
  • time schedule changes based on workload / forecast shifts

  • Provides on-the-job training and mentoring to staff to ensure performance standards are met.
  • Identifies team and individual training needs and develop plans for immediate and long-term performance
  • improvements.

  • Provides recommendation and evaluation on hotline and customer service rationalization initiatives.
  • Buat amaran kerja untuk carian ini

    Contact Centre • Kuala Lumpur, MY