全职 Contact Centre Manager 工作, 薪水 up to MYR 8,001, Envo BPO Services Selangor 公司招聘中 - Ricebowl

• Location: Petaling Jaya / Kuala Lumpur

• Bachelor’s Degree in Business Administration, Management, Communications, or a related field.

• Minimum 5 years of experience in a Contact Centre or BPO environment, including at least 2 years in a managerial role.

• Proven experience managing inbound customer service operations and multiple client accounts.

• Strong knowledge of contact centre operations, workforce management, quality assurance, and customer experience management.

• Experience leading and managing teams of 30–100 employees.

• Excellent leadership, stakeholder management, communication, and problem-solving skills.

• Proficient in CRM systems, contact centre platforms, and Microsoft Office applications.

Operations Management

· Manage the day-to-day operations of the inbound contact centre to ensure smooth service delivery.

· Monitor and achieve client Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and customer satisfaction goals.

· Track operational metrics such as Service Level, Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, First Contact Resolution (FCR), and Customer Satisfaction (CSAT).

· Identify opportunities to improve operational efficiency and enhance overall service performance.

Client Relationship Management

· Act as the primary operational contact for assigned client accounts.

· Conduct regular business reviews and performance meetings with clients.

· Manage operational issues and escalations, ensuring timely resolution.

· Support client retention initiatives while identifying opportunities for account growth.

Team Leadership & Development

· Lead, coach, and mentor Team Leaders, Supervisors, and Customer Service Representatives.

· Foster a positive, engaged, and high-performing work environment.

· Work closely with the HR team on recruitment, onboarding, talent development, and employee retention.

· Oversee workforce planning and resource allocation to meet operational requirements.

Quality Assurance & Compliance

· Manage quality assurance programmes to maintain excellent customer experience.

· Ensure compliance with client requirements, company policies, and ISO standards.

· Lead continuous improvement initiatives to strengthen service quality and operational performance.

• opportunities for career advancement and professional development
• Work in a collaborative, dynamic, and performance-driven environment where your contributions make a real impact
• EPF
• SOCSO