BackSenior Manager, Customer Experiences and Services
NEW
Kuala Lumpur, Malaysia
Permanent
Duties & Responsibilities
- The incumbent is responsible to manage and monitor Business Process Outsource (BPO) Careline performance to ensure a seamless customer experience to Touch ‘n Go eWallet users. Endeavour to deliver excellent service in achieving TNG Digital Sdn Bhd’s Vision, Mission and Quality Policy and must obtain analytic skill who is a self-starter that manage to drive a team of managers, agents, and customer experience specialists across voice and non-voice platforms.
- Ensures delivery of BPO KPIs and targets including day to day service level, call abandon, ticket aging and email influx.Accountable for BPO operational performance for meeting/exceeding targets of all required metrics.Continuously identify and implement operational best practices.Proactively maintain regular engagement with BPO vendor.Daily/Weekly/Monthly review of BPO operational performance and identify mitigation plan to improve efficiency.Ensures excellent service delivery and maintain high standards of customer experience.Manage renewal of BPO contract and CRM licensing.Work closely with BPO operation manager as to provide effective resolution and support during operational crisis.Manage Resolution Team on incident ticket handling.Suggest improvement plan in terms of operation excellence and system enhancement to reduce incoming calls / email complaint.Implement cost saving plan to increase efficiency in customer management.Involve in budget (OPEX, CAPEX) and capacity planning.Work closely with customer experience & other stakeholders such as Product, Risk, Technical to refine user journey.To carry out key tasks and responsibilities as assigned by HOD.Supervise in executing business and action plan.Analyse & prepare management reporting such as present BPO performance.
Requirements
- Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any fields or equivalent.At least 5 years of experiences in call centre environment or experience in service sector, banking industry or commercial services.Preferably 3 years or more experience in management.Advanced proficiency in Excel, Word, PowerPoint, and OutlookStrong analytical, detailed to number with good reporting skills with interpretation capabilities.Excellent written and verbal communication skills in English, proficiency in other additional languages such as Malay or Mandarin or Cantonese will be an advantage.Ability to work with cross-functional team to coordinate for desired output.Candidate should have a risk-based approach / mindset in solving problems and ability to respond well to constructive criticism.Ability to influence agent on strong customer service ethics and persuasive skills.Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fluid, fast-paced environment.Customer centric and knowledge on mobile / digital ewalletsSelf-motivated, positive attitude and ability to manage multiple tasks.Passionate towards customer satisfaction and able to work under pressure.Able to response customer with written communications, interact with customers to answer questions, provide education, create awareness, and maintain company’s reputation for high-quality service.Strong communications skills to develop and cultivate lasting customer relationships.Must be able to work with tight deadlines.A start-up attitude – highly collaborative and globally-minded.
