Job Listing

JOB DESCRIPTION

Job Purpose

The Head of Contact Centre reports to the General Manager – Customer Experience & Engagement. Responsible for the strategic planning and management of the Contact Centre end-to-end operations, which comprises of Inbound Voice & Non-Voice channels (assisted, non-assisted & hybrid), Case management & fulfillment. Core duties include leadership and management of a large group of employees and processes for the continuous enhancement of customer experience. Tactical emphasis is on customer care, quality, effectiveness, managing cost efficiency, driving revenue through service; compliance to regulatory and legal obligations, as well as being held accountable for employee engagement and performance, workforce planning that includes recruitment, training, coaching. Harnessing the voice of customers to drive the overall Contact Centre performance.

Key Accountabilities

(1) Strategic Planning

Stays abreast with new practices and technologies; establish a strategy for continuous enhancement of the Contact Centre. The primary focus is to shape the future of the Contact Centre into a variety of voice and digital channels, that are managed by multi-skilled employees to deliver great customer contact experience, cost efficiency and revenue-driven strategies through customer retention, up-sell, cross-sell and sales through service.

(2) Performance Management

To ensure customers are consistently receiving high-quality and efficient service, such as first contact resolution, being able to resolve various queries, complaints and close escalated cases speedily and effectively. Ensure to meet all Mandated Service Quality of Standards/KPIs imposed by the Malaysian Communications and Multimedia Commission (MCMC) across all interactions. Overall ensuring Contact Centre gain and maintain recognition for the quality of customer experience.

(3) Voice of Customer Management

Acts as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience and increase the Customer Satisfaction and Promoter Scores.

(4) Human Resource Management

Accomplishes Contact Centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching and counseling employees; coordinating resource forecast & scheduling; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. A commitment to excellence is demonstrated through continuous staff development programs, employee engagement activities, service, knowledge, skills, and morale.

(5) Budgetary Management

Meets Contact Centre financial objectives by estimating resource requirements; preparing an annual budget to attain business goals with operational stability; scheduling expenditures; analyzing variances; initiating corrective actions.

(6) Vendor/Supplier/Partner Management

Responsible for authoring contract documents including statements of work and service level exhibits. Effective management of the relationship with external partners is integral in ensuring continued service delivery and customer satisfaction, particularly in managing the performance and relationship of in-sourcing partners to deliver a consistent level of accessibility and quality of service to customers.

Required Skills

• Proven experience of leading service- and revenue-driven Contact Centre operations, with experience of managing an operation through periods of significant growth or change.
• The ability to engage with cross-functional business owners at all levels to achieve goals and objectives.
• Excellent written/oral communication and leadership skills to lead and motivate a growing and changing service operations.
• Strong mentoring and relationship building skills with the ability to effectively manage group and interpersonal conflict situations.
• Understand basic financial analysis (cost-effectiveness, cost-benefit, etc.). Managing budget and resources to agreed targets, including efficiency targets.