Customer Service Contact Centre Manager
Frasers Group
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Use an inspirational leadership style to deliver consistent customer service
- Performance manage the outputs of the team in line with performance management frameworks and standards, ensuring robust documentation is maintained
- Adhere to the framework of excellence and a work ethic focused on driving the right outcome first time
- Manage key stakeholders in the business through effective planning, organisation and communication
- Build relationships and work collaboratively with the UK team and integrate the Malaysia teams with the UK ways of working
- Be an active and effective contributor to the management team, contributing to the overall strategy of the Contact Centre Operations
- Provide guidance and coaching to Team Managers in relation to their People Management skills
- Drive best practice in People Management tasks such as performance management and regular 1:1s
- Identify and promote best practice whilst developing both the Customer service and Supporting teams
- Design and manage deployment of Contact Centre improvements which promote innovation and excellence
- Develop, manage and ensure operational teams achieve key service metrics and maximise sales opportunities
- Ensure all stakeholders receive clear information contact centre regarding planning, forecasting of promotions and sales campaigns in the contact centre
- Be accountable for the co-ordination and production of associated reporting relating to Contact Centre operations
- Establish, promote and develop effective relationships within the business to drive a multichannel strategy
- Monitor and manage the attendance and conduct of the teams, ensuring that all relevant return to work interviews and behavioral/conduct issued are documented/completed and taking the appropriate and timely action
- Able to demonstrate Frasers Values:
- Own it and back yourself - will take pride in what you do with confidence, but not overconfidence. It's important you take ownership of your decisions, stand by your convictions and reason with contradiction.
- Think without limits and take the team with you - See the possible in impossible and will be open-minded and humble, not afraid to take a risk if it's the best option for the business.
- Don't hesitate and act now - ask for forgiveness - not permission. You will be comfortable juggling multiple projects acting both decisively and instinctively without support from managers.
- Be commercial and customer-focused - be creative and analytical, balancing big-picture trends and detailed commercial performance. You will have a forensic commercial mindset, always considering the commercial impact of any decision.
- Contact Centre experience
- Significant experience in a similar environment
- Able to adjust to changing priorities
- Positive mindset and attitude
- Proven history of driving and managing change
- Build relationship/collaboratively
- Retail specific customer services experience
- Business, Management or Retail degree
- Experience with WFM system
- A relaxed dress policy
- 20% off for all group brands including family*
- 5 days work week