Assistant Manager - Customer Care & Japanese (Contact Centre Department)
AEON
- Kuala Lumpur
- Permanent
- Full-time
- Directly report to the Section Head of the Contact Centre Department (CCD) on the overall operation of the Contact Centre.
- Review operation performance & provide new action/planning on a monthly & yearly basis.
- Ensure the operation complies with internal policy and guidelines as well as BNM requirements.
- Ensure staffs meet individual KRA and contribute to the department’s overall KRA.
- Manage, review, and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of the Section.
- Develop and execute training modules for credit assessment and look into staff training and development.
- Recruit, train & supervise subordinates in multitasking operations & flexible working hours/days.
- Report on operation performance.
- Identify operation constraints & possible action plans.
- Career development for staff.
- Feedback/Complaint management.
- Possess at least Bachelor's Degree or equivalent professional qualification.
- Minimum 5 years of direct experience in Contact Centre operation with at least 3 years experience in Management level exposure.
- Candidates from Financial Service/Banking sector background will be added advantage.
- Leadership characteristics and excellent interpersonal skills.
- Fluent communication skills in English and Malay.
- Strong analytical skills and ability to work under pressure.
- Manage to work in a team environment.
- The successful candidate will be based at the Bangsar office.