Contact Center Manager

Position : Contact Center Manager

Status : 6 Months Probation and contract will be on renewable basis

upon candidate's attitude, attendance and performance.

Location : Iskandar Puteri, Johor.

Company Background : Immigration Consultation Service

Working Days : 6 days per week (based on timetable given)

Working Hours : Day Shift - 9am - 6pm (1 hour lunch break) Night Shift - 12pm - 9pm (1 hour dinner break)

Salary : RM4000 RM6000

Benefits : Medical AIA insurance

Entitlement : AL based on contract, Sick Leave and Hospitalization leavebased on Malaysian Employment Act. Contributions to EPF,SOCSO and EIS.

Responsibilities

1. Responsible for overseeing the daily operations of the telesales team

2. Developing and implementing sales strategies and ensuring that KPIs are met or exceeded.

3. Managing staff performance, providing training and support, and analyzing call center metrics

to optimize efficiency and profitability.

4. Collaborate with upper management to develop and implement effective telesales strategies

aimed at achieving and surpassing targets.

5. Analyze call center data, prepare detailed reports for upper management, and utilize insights

to enhance team performance and sales outcomes.

6. Develop and manage work schedules and other resources planning to ensure work

processes that meet business needs.

7. Follow organizational standards to maintain quality service.

Qualifications

1. Minimum Degree in any related field.

2. Excellent verbal and written communication skills, with the ability to effectively convey ideas

and provide clear instructions.

3. Strong ability to lead, motivate, manage and train the telesales team.

4. Strong organizational and multitasking abilities to manage various aspects of the call center

operations efficiently.

5. Experience in call center management, in a telesales environment is an advantage.