Executive - Operation Improvement (Contact Centre Department)

AEON

Kuala Lumpur
Permanent
Full-time

25 days ago

Main Purpose of the Job:To improve Contact Centre Department function in term of system enhancements, call quality, overall work processes, and ensuring Contact Centre is in compliance with the Company policy and procedures.Job Description:

To assist Unit Head/Department Head on operation improvement project.

Handling all projects that request by Unit Head or Department Head in term of testing and implementing. * Report on operations performance in daily, weekly and monthly basis.

Coordinator for DPR, IMS, and BNM guidelines to ensure Customer Care HQ and Regional are compliance to the procedures and guidelines.
Conduct training for new and existing customer care officers.
Conduct call monitoring and compilation for Customer Care HQ & Regional.
To monitor new officers work progress and provide feedback from time to time.
To review all work procedures from time to time and update it accordingly.
Identify operation constraint & possible action plan.
Ensure the operation is in compliance with internal policy and guideline as well as BNM requirements.

Job Requirement:

Diploma or Bachelors Degree in any related disciplined
Well verse in English and Bahasa Melayu
Fresh graduate are welcome to apply as training will be provided.
Technical knowledge in Contact Centre will be added advantage.
Good communication and interpersonal skills.
Good time management
Strong analytical skill and able to work under pressure.
Successful candidate will be based at Bangsar South office.

AEON

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