Deputy Call Centre Manager

Your Role:

• To plan, control and manage the Call Center resources in meeting and exceeding the agreed service standards.
• To manage cost and budget, and to be responsible for traffic, resources and cost forecasting of the call center.
• To work closely with voice / telephony system by managing the interface of front and back office functions to ensure seamless integration of member services including service enhancements, program implementation and reporting as well as planning and review mechanisms.
• To manage performance and development of call center staff.
• To identify and implement process improvement initiatives together for uplift performance.
• To develop and lead a highly motivated, productive and professional service team.
• To foster service culture and maintain the ambience within the call center.
• To develop and implement an effective communication system both internally within the call center and externally with other working partners.

To succeed in this role:

• A university degree or diploma holder with at least 10 years experience in call center industry and 6 years in managerial position.
• Experience in managing call center is mandatory
• Leadership and people management skills in managing minimum 30-50 staff.
• Strong business sense, assertive and result-oriented.
• Good analytical and problem solving skills.
• Resilient and positive att excerpt.
• Excellent team building, communication and interpersonal skills across all levels.