Assistant Manager - Call Centre

Key Responsibilities:

• Coordinate daily customer service operations (e.g. Complaints, Booking and Reports)
• Track the progress of weekly, monthly, quarterly and annual objectives.
• Monitor and maintain incoming calls data.
• Supervise and motivate staff to perform their best.
• Support new and existing employees on complaints related issue calls.
• Suggest process and product training programs and techniques.
• Communicate with employees and evaluate their needs.
• Create and monitor reports, analyze and interpret data.
• Conduct regular audits to ensure the call quality is professional and presentable.
• Make sure all employees adhere to companys policies and guidelines.
• Act as our representative and set an example for our staffs.
• Conducting meeting with TLs and Floor incharges.
• Coordinating with vendor support & software team on service related issue and upgrading on services.
• Escalating system and network related issue to admin department and fix the issue.
• Ensure customer support activities and streamline the process.
• Optimizing profits by controlling costs.
• Ensuring that health, safety, and security rules are followed.
• Taking disciplinary action when necessary.
• Processing Joining and exit formalities for employees.
• Ensure the confirmation for the employees.

Job specifications

• Any Degree.
• 5 to 10 years of prior experience in Call Centre operations or backend support, preferably in a similar industry.
• Should have prior experience in handling large teams (100+ members) with strong people management skills.
• Strong verbal and written communication skills.
• Proven ability to work in dynamic, target-driven environments.
• Demonstrated flexibility and initiative in achieving daily operational goals.
• Willing to work at rotational shifts.
• Knowledge of customer service practices and principles.
• Strong demonstrated use of Excel, Word, and PowerPoint.