Senior Executive - Interaction Centre

Division | CRM
Location | Kuala Lumpur
Experience | Minimum 5 years
Vacancies | 3 positions

Closing date | 29 April 2010

Responsibilities

• Manage and support end-to-end interaction centre operations and performance
• Proactively ensure the performance of the operation is aligned with the company’s SLA and KPI
• Analyse operational performance and provide action plan for improvement of the interaction centre
• Provide support and guidance for the interaction centre (identify performance problems and solutions, determine training needs to improve performance, initiate informal measures to correct misconduct or make recommendations)
• Participate in the hiring process and serve as panel to interview applicants and make recommendations
• Analyse daily operations, reports and cases processing or escalation and provide further action to improve the process
• Performance forecasting for operational requirements (resources, interaction and system)
• Support the Manager – Interaction Centre as and when needed

Job Requirements

• Minimum 5 years' relevant working experience with at least two years in contact centre management
• Knowledge in customer service and interaction centre SOPP and policies
• Ability to identify and understand problems and to determine the appropriate action plan to solve those problems
• Independent and self-motivated
• Ability to work with minimum supervision

Skills Required

• Good interpersonal skills including the ability to establish and maintain effective working relationships