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Opportunity ID:: MYO-201617333
Type :: Agents
Position Level :: Senior Executive
Industry :: Sales/Marketing - Marketing/Business Dev
Job Specialization :: Services - Customer Service
City :: KL Sentral
Description :: 1. Deliver value to clients under my portfolio through ensuring service delivery of contractual
2. KPIs and other relevant commercial metrics. Manage and develop the team to meet operational goals.
3. Maximize profitability in the contact centre by ensuring efficiency and effectiveness while reducing costs.
4. Provide sound leadership and support to develop Team Managers to ensure
performance targets are met or exceeded consistently
5. Account management lead for inbound and outbound contact center business models and ensuring client satisfaction
6. Work with supporting departments within the organization to ensure that cross functional teams are aligned to meet clients expectations and contractual agreements
7. To ensure that all inbound and outbound programs are running with a high degree of efficiency and productivity with the assistance of operations support teams and external departments. Operations require efficient support mechanism to ensure maximum productivity.
8. To serve as client liaison, analyzing and reporting customer and client process issues while seeking resolution to issues and improvement to service processes.
9. To ensure that the team is able to meet/exceed quantitative and qualitative targets
through continuous training, monitoring, and motivation.
10. To provide a transparent channel of communication between my area of responsibility and the rest of the business, delivering the right message, at the right time in the right manner.
11. To provide analysis on performance reports and make sound recommendations for process planning and improvement
12. To facilitate the implementation of commission structures, bonuses and incentives as appropriate
Requirements :: 1. Diploma/Degree or MBA in Business Administration or Operational Management
2. Five or more years’ experience of strategic alliance in a call center environment
specifically in call center operations
3. Acute sense of professionalism and confidentiality
4. The ability to thrive and contribute in a highly entrepreneurial environment
5. The ability to influence and be a thought partner with senior management
6. Confident in a process-centric environment focused on delivering the highest client value possible
7. Proactive, willing to learn and able to work under pressure to meet tight deadline
8. Team player with excellent people management skills
9. Experience in managing multiple full scale projects with team sizes of 10 & above
10. Excellent verbal and written communication, interpersonal and presentation skills
11. Strong planning and organizational skills
12. Solid analytical and decision-making skills
13. Excellent command of English- both written and spoken
14. Proficient in Microsoft Excel and PowerPoint
Lowest Qualification :: Diploma
Closing Date :: 6/9/16, 12:00 AM

SRG Asia Pacific Sdn. Bhd.

Phone :: (03) – 2096 6688
Address :: Suite 1B-3A, Level 3A, Block 1B, Plaza Sentral, Jalan Stesen Sentral 5 50470, Kuala Lumpur
City :: Kuala Lumpur
State :: Kuala Lumpur
Country :

Description

SRG Asia Pacific, is one of Malaysia’s
leading Business Process Outsourcer (BPO),
specialising in Customer Relationship Management
(CRM) and Contact Centre Services. Our clients are
market leaders in their respective industries which
includes telecommunications, broadcasting,
insurance, motor and advertising.

We are committed to providing the best practice
solutions to our clients and through our commitment to
educating both our employees and the industry, we are
rapidly becoming the employer of choice within the
Malaysian BPO market.

Benefit

Successful candidates will be rewarded
with an attractive remuneration package
commensurate with qualifications & experiences and
opportunities for personal & career development.