Account Director

UTS Marketing Solutions Sdn Bhd; Kuala Lumpur; On-site; MYR 65,000 - 85,000; Full time

Job summary

A leading marketing solutions provider in Kuala Lumpur seeks an experienced Call Center Manager to oversee strategic planning and execution. The ideal candidate will have a strong background in the banking industry, particularly in credit cards and loans, along with exceptional leadership and analytical skills. Responsibilities include managing daily operations and coordinating staff recruitment. Candidates must be fluent in English, Mandarin, and Bahasa Malaysia, with a minimum of 5 years experience and 3 years in management roles.

Qualifications

• Minimum 5 years of experience, including 3 years in a management role.
• Experience in the banking industry, especially in credit card and loan products.
• Strong mentoring and relationship-building abilities.

Responsibilities

• Plan and execute Call Center operations to meet sales targets.
• Manage daily operations and resource allocation for campaigns.
• Coordinate call centre staff recruitment and training.

Skills

Leadership

Analytical skills

Negotiation skills

Interpersonal communication

Report writing

Education

Professional Certificate or higher in any field

Tools

Microsoft Excel

Salesforce CRM

Job description

Responsibilities

Responsible for the strategic planning and execution of Call Center operations.

Actively contributes to the overall company sales targets as well as the daily business decisions.

Executes the vision for the operation ensuring the Outbound Call Center meets organization needs.

Engaged in leading and inspiring the team in developing best practices in the performance of all duties and responsibilities.

Responsible for the daily running and management of assigned campaign through the effective use of resources with responsibility for meeting KPI set for each campaign, as well as planning areas of improvement or development.

Liaise with clients and sponsors for which they provide the first response.

Coordinate and motivate call centre staff, may also coordinate staff recruitment, and headcount planning for the call centre.

Job Requirements

• Candidate must possess at least a Professional Certificate, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
• At least 5 year(s) of working experience in the related field is required for this position, which 3 years in management role.
• Must have experience in banking industry.
• Well versed in credit card business, mortgage loan and personal loan.
• Effective leadership and analytical skills including working knowledge.
• Exceptional ability to develop and manage results.
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Strong negotiation, interpersonal, written and oral communications skills – including report writing.
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred).
• Required language(s): English, Mandarin, Bahasa Malaysia. "We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."
• Preferably Senior Managers specializing in Sales - Telesales/Telemarketing or equivalent.

About the Company

United Teleservice Marketing Solutions Sdn Bhd (UTS Group) is in the business of providing outsourced telemarketing campaign management and managing contact center facilities. We have been recognized by Association of Customer Experience Industry of Malaysia (ACE) for multiple awards in customer service excellence.