Job Purpose

The AM / Manager Call Center In-Charge Operation is responsible for managing Call Center operation to achieve core KPIs of Call Center, focusing on improving the Call Center service quality, establishing, and communicating service metrics; monitoring and analyzing results; and managing vendor as well as incorporating with internal relevant stakeholders. Moreover, he/she has to support quality assurance of Call Centers following COPC benchmark and CFS guidelines without compromising the quality.

• Ability to manage and maintain high standards of customer service.
• Drive operations to achieve Call Center KPIs: Quality, CFS, SLA and Abandon rate.
• Manage all Quires, Requests and Complaints (QRC) related issues from Call Center
• To be responsible for leading a team to ensure exceptional customer experience, handling escalated customer inquiries or issues, maintaining a professional and empathetic demeanor in resolving conflicts, and implementing strategies to enhance customer satisfaction and retention.
• Develop, implement, and improve process and escalation Matrix for QRC
• Feedback operation highlights to vendor for action and improvement
• Actively participate in knowledge sharing and training for service quality improvement
• Manage and drive upselling for Call Center operation.
• Manage vendor for required resource readiness (recruiting, screening, selecting, orienting, training, coaching, counseling, disciplining employees, monitoring and reviewing their job contributions)
• Analyze call trends and prepare Call Center performance reports
• Manage and oversee Quality Assurance processes including call monitoring, audits, and service improvement initiatives and share weekly/monthly quality score report by Program Level Auditing.
• Participate in side-by-side monitoring/coaching sessions/TTT training/new batch agent training/agent updates meetings.
• Manage to review quality data according to existing documents, process, principles, procedures, COPC Parameter/Weightage.
• Manage contingency and emergency situations to ensure smooth and uninterrupted call center operations.
• Collaborate with internal stakeholders and vendors to continuously improve service quality and operational efficiency.
• Open to new challenges and proactive in executing ad-hoc activities
• Be accountable for other tasks assigned by immediate superior
• Able to travel and perform as per business requirement

Education

• Any bachelor’s degree (Preferable: Business/ Computer Science/ Engineering/ Statistics Degree)
• Certification in COPC/CSP will be added advantaged

Experience

• Minimum 5 years of experience in Telecom or Service Industry (Preferable: Familiar with contact center operations and its key drivers)
• Experienced in Managing Vendor management 

Key Skillsets (3 - 5 skillsets)

• To have excellent service mindset and communication skills.
• Good knowledge in Application Software such as MIS and CIM, CISCO, Jabbar, Microsoft Word, Excel and/or similar
• Fluent in English (4 Skills)
• High proficiency in executing management and social skills
• Possesses effective motivational and leadership abilities that encourage positive team outcomes
• Good interpersonal skills and valued teamwork
• Able to travel independently