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Contact Centre Manager
HFG (Hong Kong) LimitedKuala Lumpur, Kuala Lumpur, Malaysia14 jam yang lalu
Penerangan pekerjaanBachelor's degree is preferred Minimum 3 years of experience in contact centre management and 5 years in leading customer service teams Background in General or Life Insurance is highly desirable Certification in Business Continuity Planning (BCP) or Personal General Insurance (PGI) is an added advantage Strong leadership, coaching, and team management capabilities Excellent communication skills—both written and verbal Strong problem-solving and decision-making abilities Proficient in Microsoft Excel and reporting tools Familiarity with insurance regulations and compliance standards Experience in system implementation, including UAT Ability to collaborate across departments and manage stakeholders effectively Comfortable working in a cross-cultural environment
Key Responsibilities
- Lead and manage the daily operations of the contact centre, including workforce planning and resource allocation
- Collaborate with the Head of Customer Engagement to set and monitor team KPIs and performance goals
- Conduct call quality audits and provide ongoing coaching and feedback to drive service excellence
- Perform capacity planning to ensure service levels meet customer demand
- Identify training needs and coordinate learning initiatives to upskill the team
- Handle escalated customer issues and complaints, collaborating with internal departments for effective resolution
- Oversee recruitment, onboarding, and staff development programs
- Prepare regular reports and analytics to monitor performance metrics and identify trends for improvement
- Define business requirements for contact centre systems and participate in system implementation and user acceptance testing (UAT)
- Contribute to cross-functional projects and support business continuity initiatives
Qualifications and Experience
Knowledge and Skills
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Contact Centre Manager • Kuala Lumpur, Kuala Lumpur, Malaysia