Section Head of Operations, Contact Centre
U Mobile
- Malaysia
- Permanent
- Full-time
- Awarded as one of the Most Preferred Graduate Employers (2022) & Gold Winner for Excellence in Workplace Culture (2021)
- Comprehensive medical, dental, optical and insurance benefits
- Flexi working hours arrangements
- Staff Line & Device Subsidy
- Smart Casual Attire
- Child Parental Leave
- Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
- Special employee discounts for selected F&B Brands
Key Accountabilities(1) Strategic Planning
Keeps abreast with new practices and technologies, establishing strategies for the continuous enhancement of the Contact Centre. The primary focus is to shape the future of the Contact Centre by integrating a variety of voice and digital channels managed by multi-skilled employees to deliver an exceptional customer contact experience. Emphasizes operational efficiency and implements revenue-driven strategies, particularly through outbound sales, sales-through-service such as up sell and cross sell.(2) Performance Management
To ensure customers are consistently receiving high quality and efficient service, such as first contact resolution, able to resolve various queries, complaints, and close escalated cases speedy and effectively. Ensure to meet all Mandated Service Quality of Standards/KPIs imposed by Malaysian Communications and Multimedia Commission (MCMC) across all interactions. Overall ensuring Contact Centre gain and maintain recognition for the quality of customer experience.(3) Voice of Customer Management
Acts as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience and increase the Customer Satisfaction and Promoter Scores.(4) Human Resource Management
Achieves Contact Centre human resource objectives through comprehensive HR management tasks, including recruitment, selection, orientation, training, assignment, coaching, and counseling of employees. Coordinates resource forecasting and scheduling, communicates job expectations, plans, monitors, appraises, and reviews job contributions. Enforces policies and procedures to maintain operational standards. Demonstrates a commitment to excellence through ongoing staff development programs, engaging employee activities, and fostering a culture of service, knowledge, skills, and morale enhancement.(5) Budgetary Management
Meets Contact Centre financial objectives by estimating resource requirements; preparing an annual budget to attain business goals with operational stability; scheduling expenditures; analyzing variances; initiating corrective actions.(6) Vendor/Supplier/Partner Management
Responsible for drafting contract documents, such as scopes of work and service level exhibits. Effective management of relationships with external partners is essential to ensure ongoing compliance with contractual KPIs, with a particular emphasis on supervising the performance and relationships with in-sourcing manpower partners. This includes meeting delivery targets for hiring both quantity and quality staff.Required Skills
- Possess strong analytical skills to evaluate performance, identify trends, and make data-driven decisions to optimize service and sales processes and improve results.
- The ability to engage with cross-functional business owners at all levels to achieve goals and objectives.
- Excellent written/oral communication and leadership skills to lead and motivate a growing and changing service and sales operations.
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
- Understand basic financial analysis. Managing budget and resources to agreed targets, including efficiency, quality, and sales targets.
- At least a Bachelor's degree, professional degree or equivalent.
- At least 5 years of working experience in the related field.
- Proven experience of leading a service and revenue driven Contact Centre operations, with experience of managing an operation through periods of significant growth or change.
- Have a strong background in sales, preferably with experience in tele-sales or tele-marketing, with proven track record of achieving sales targets and driving revenue growth.
- Knowledge and experience in driving Digital transformation and managing Digital channels.
- Experienced in managing a multi-channel Contact Centre with multi-skilled FTE is preferred.
- Experienced in Telecommunication industry is added advantage.