Assistant Manager, Operations Support & Analyst, Global Contact Centre
Plaza Premium Group
Kuala Lumpur
Permanent
Full-time
1 month ago
About the Company Hello! Welcome to Plaza Premium Group, we're people passionate about Making Travel Better. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate. Our promise to you: We will respect and value your background and perspectives We will work together with integrity We will share our incredible pride for job, company and industry What we ask of you: Bring passion to all that you do Listen, move fast and think innovatively Speak up, have ideas and share them Believe in customer service, and treating every person with kindness As industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world. Who we are We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts. In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc. With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better. Join our family today. Together, we'll make travel better. What you'll be doing: We are seeking a dynamic and experienced professional for the position of Assistant Manager specializing in Operations Support & Analyst in Global Contact Centre. The successful candidate will play a pivotal role in overseeing the administration of CRM systems, telephony systems, prepare reporting & dashboard and leading the integration of new PPG outlets into our contact centre infrastructure. This individual will also be utilizing expertise in contact centre analytics to drive performance improvement. Some of the responsibilities are: Provide operational support for contact centre activities, ensuring smooth day-today operations. Oversee and lead implementation and optimization of contact centre telephony and CRM system. Monitor and manage system configurations, troubleshooting issues as they arise. Administer Chatbot backend management system to ensure its latest info and information being delivered accurately to the chatbot users. Collaborate with IT and other relevant departments to enhance the efficiency of systems. Lead contact centre projects, including integration of support from regional outlets. Lead and oversee key projects within contact centre, from conceptualization to execution, ensuring timely delivery and alignment with organization goals. Collaborate with cross-functional teams to identify project requirements, establish timelines, and implement solutions that enhance operational efficiency and customer satisfaction. Engage & communicate between product owners & business units to ensure deliverables as well as understanding of timelines, risks, escalation path and responsibilities towards the project. Liaise with relevant stakeholders to ensure timeliness of project deliveries. Develop and implement a robust analytics strategy for the contact centre, leveraging data to drive informed decision-making and improve overall performance. Design and generate dashboards and reports, utilizing data-driven analytics, enabling proactive response to trends and issues. Utilize analytics techniques to identify patterns, forecast trends, and recommend strategic actions for continuous improvement. About You: Bachelor's degree in business, analytics, or any field. A minimum of 5 years related working experience in Contact Centre/Customer Service industry. Experience specializing in hotel / OTA / airlines / hospitality service-related industry would be an added advantage. Strong knowledge of Contact Centre operations including SLA / CSAT / CRM etc. Knowledge of administering and configuring Contact Centre telephony and CRM system (e.g. Zendesk). Knowledge in creating and administering Zendesk reporting & dashboard. Knowledge and experience in project management, particularly within Contact Centre environment. Strong analytical skills with Excel proficiency. Customer-centric mindset and able to drive initiative with excellent customer experience first. Self-starter with experience executing initiatives from start to finish. Demonstrated leadership and mentoring abilities. Analytical mindset with a focus on driving data-driven decision-making. Knowledge of Contact Centre technologies and industry best practices. Data-driven mindset to understand the business needs and find areas of improvement within the operation. Problem solver with the ability to understand complex concepts and work with multiple stakeholders. Strong stakeholder management skills to resolve escalations, negotiating compromise and influencing others. Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams. Mandarin / Cantonese proficiency is preferred.