Call Center Manager

Location: Johor Bahru

Responsibilities:

• Develop and implement strategies to enhance overall customer journey across all touch points.
• Collaborate with cross-functional teams to ensure alignment with customer experience goals and initiatives.
• Monitor and analyze the performance metrics. Identify opportunities and drive performance improvements in service field and customer satisfaction.
• Support and facilitate service excellence initiatives to improve customer experience and satisfaction.
• Prepare regular reports and presentations on customer experience metrics and initiatives for management review.
• Responsible for customer experience project and drive customer satisfaction to identify areas for improvement and implement actionable solutions.
• Manage, monitor and supervise 24x7 call centre supporting GDSI DC business

Core Requirements:

• University degree and above.
• At least 5 years of experience as Customer Experience & call centre manager; experience in data center industry is a plus.
• Attention to details: accurate in data calculation and presentation, and the ability to handle multiple tasks simultaneously.
• Excellent communication skills: strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Proficiency in Word, Excel, and PowerPoint.