Operation Manager/ Asst Operation Manager Call Centre

Job Highlights Outstanding career development opportunities Start ASAP Excellent benefit
Job Description
Responsibilities:
Daily running & management of assigned campaign through the effective use of resources with responsibility for meeting KPI set for each campaign, as well as planning areas of improvement or development;
Liaises with clients and sponsors for which they provide the first response;
Coordinate & motivate call centre staff and may also coordinate staff recruitment;
Setting & meeting performance targets for speed, efficiency, sales and quality;
Planning & managing change;
Managing the daily running of the call centre;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimise errors and track operative performance;
Planning and developing staff recruitment, and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the centre and preparing reports;
Organising staffing, and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analysing data against budget figures on a weekly and/or monthly basis;
Developing, implementing and reviewing core responsibilities and tasks;
Analysing performance statistics and making decisions on the basis of these statistics
Requirements:
Preferable graduate or diploma holder with at least 4 years relevant experience in call centre environment, of which 3 years are in Management role
Candidate with Takaful and PCE (LIFE/ GENERAL) certification will be an added advantage.
Detail-oriented and have to sustain strong relationship with campaign people/ client.
Good organization skills, excellent negotiation skills, marketing skills and the ability to work independently.
Effective leadership and analytical skills including working knowledge
Exceptional ability to develop and manage results
Preferably Managers specializing in Sales - Telesales/Telemarketing or equivalent.
Experience in banking industry (credit card, balance transfer, personal loan etc.) is an added advantage
Required language(s): Bahasa Malaysia, English and Mandarin
Full-Time position(s) available.