Job Description
– Develops and implements contact center operational plan aligned with departmental goals.
– Monitors and analyses customer inquiries and operational data to drive service improvement.
– Ensures the effective execution of daily contact center operation through monitoring of the quality of call handling, good discipline of follow-up and follow-through within and across departments.
– Ensures the excellent speed of response to customers’ inquiries from all access channels at the most efficient way.
– Collects and analyzes contact center data and prepares reports for management promptly.
– Presents the functional performance to senior management with relevant recommendations to improve service quality, departmental operations, and business performance.
- Assists and supports line Director to develop and implement customer experience strategies aligned with organizational goals.
– Executes, monitors, and evaluates cycle activities to propose improvement plans and execution. Locates areas of improvement and proposes corrective actions that meet challenges and leverage growth opportunities.
– Prepare work schedules to ensure sufficient coverage of customer inquiries. Plan and review the team on a periodic basis to ensure the size and structure of the function are operating effectively to the growth of the business.
– Recruit, train, retain, and oversee staff under direct management and take charge of the overall performance of the function.
– Brings out the best of the team by working closely with the HR team to roll out relevant training, coaching, and development programs to enhance team capabilities.
– Perform other tasks and duties assigned by the line director as and when required.
Job Requirements
– Bachelor’s degree in Management or Business Administration, preferably in hospitality and tourism.
– The equivalent of the same in practical experience is also acceptable.
– Ability to multitask and stay organized.
– Proficient with basic computer software and phone systems. A good and practical knowledge to use any previous call center system shall be an advantage.
– Excellent interpersonal, problem-solving and leadership skills
– Ability to stay calm in stressful situations and meet strict quotas
Strong grasp on the company’s products, services, and customer service policies
– At least 3-5 years of working experience in relevant fields.
– The candidate will also be better suited with experience in travel/service industry.
– Strong leadership and interpersonal skills, strategic thinking, problem-solving abilities, high integrity, ability to work collaboratively in a dynamic environment, and effective communication skills.