Responsibilities:

• To manage the Postpaid Queue, in order to ensure consistency and high level approach to customer service across all teams.
• To manage the floor and ensure smooth operations, as well as managing Service Levels and Abandonment Rate.
• To deliver consistently within a target driven environment.
• To ensure sufficient staffing at all times through aggressive recruitment exercise, working alongside HR and recruitment agencies.
• To drive forward performance and continuous improvement initiatives through coaching/mentoring among the teams.
• Effective management of people which includes creating a flexible workforce that is focused on delivering to service level agreements.
• To render support to the Business Partners – Credit Services, Marketing, CS Support and Product etc, as well as to feedback on issues encountered by customers.

Requirements:

• Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies/Administration/ Management, Marketing, Commerce or equivalent.
• At least 5 years' working experience in Customer Service / Contact Centre
• Has supervisory and team management experience
• Excellent interpersonal and communication skills with good command of English language and Bahasa Malaysia.
• Strong people & project management skills
• Must be computer literate and internet savvy, with keyboarding skills, familiar with use of MS-Office applications.