Problem-Solving
Team Leadership
Customer Service Management
Customer Relationship Management
Performance Management
Logistics Operations
Communication Skills
+5
Posted
3 days ago
Boleh Sembang
Anda hanya boleh sembang dengan majikan selepas memohon kerja ini.
Lead and manage Contact Centre and Concierge operations, ensuring excellent service delivery across phone, email, SMS, WhatsApp, Live Chat, voicemail, and face-to-face interactions.
Oversee workforce planning, scheduling, daily operations, and performance targets to optimize resource utilization and achieve service KPIs.
Recruit, train, coach, and develop team members through onboarding, performance reviews, call quality monitoring, and continuous learning initiatives.
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Manage operating departmental budgets and costs according to annual allocation to ensure efficient usage of resources, where applicable
Develop and implement processes and strategies (local go-to-market strategies, sales strategies and customer strategies) for assigned customers to ensure achievement of goals
Monitor team key performance indicators achievement. Conduct regular reviews to provide feedback on achievements, performance gaps and requirements for improvement
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