Deskripsi Pekerjaan
Are you a seasoned operations professional with a passion for service excellence? C&W Services is looking for a dynamic and results-oriented Assistant Manager to join our team in the East Region. In this pivotal role, you will act as a key operational leader, overseeing the daily pulse of our contact centre operations.
You will be instrumental in driving performance, ensuring that our service standards remain world-class while fostering a culture of efficiency and continuous improvement. We are looking for someone who can translate complex data into actionable insights, manage team workflows, and uphold rigorous quality management processes. If you thrive in a fast-paced environment and have a knack for coaching high-performing teams, we want to hear from you.
Tanggung Jawab
- Oversee end-to-end daily contact centre operations to ensure optimal service delivery and KPI attainment.
- Implement and monitor quality management processes to maintain high standards of customer interaction.
- Lead, mentor, and coach a team of service agents to enhance productivity and professional development.
- Analyze operational data and prepare comprehensive performance reports for senior management.
- Streamline workflows and optimize resource scheduling to manage peak demand periods effectively.
- Address escalated customer issues and drive resolution strategies to maintain service excellence.
- Collaborate with cross-functional departments to align call centre objectives with broader organizational goals.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum 3-5 years of experience in a contact centre environment, with at least 1-2 years in a supervisory or management capacity.
- Strong understanding of contact centre metrics (e.g., CSAT, AHT, FCR, occupancy rates).
- Proven ability to analyze operational performance data and drive actionable improvements.
- Excellent communication and interpersonal skills, with the ability to lead diverse teams.
- Proficiency in CRM software and Microsoft Office Suite (Advanced Excel skills preferred).
- Strong problem-solving skills with a calm, analytical approach to high-pressure situations.