Customer Contact Centre Manager

IKEA; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company in home furnishings is seeking a Customer Contact Centre Manager to drive exceptional customer service and manage operations effectively. The role involves leading teams, ensuring compliance, and collaborating with various departments to meet customer needs. Candidates should have a strong background in customer service and leadership, with a focus on budget management and operational excellence.

Qualifications

• Minimum 2 years managing customer contact/support centre operations.
• Proven leadership experience in a people-centric organization.

Responsibilities

• Drive a customer-centric culture and maintain outstanding service.
• Ensure KPIs are met and lead high-performing teams.

Skills

Leadership

Customer Service

Budget Management

Job description

Company Description

The IKEA vision is to create a better everyday life for the many people. We do this by offering a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible can afford them. We operate in Singapore, Malaysia, and Thailand – and have an ambitious expansion plan to bring a little bit of Sweden to new markets in the region. We are part of the Ikano Group of companies and the only IKEA franchisee owned by the Kamprad family that founded IKEA.

We also develop, own, and operate shopping centres anchored by IKEA, creating walkable communities by including residential, office, and other types of real estate in our development plans.

We work towards making sustainability a natural part of our everyday work. We are active in our communities, supporting social initiatives that benefit children, women, and the environment.

Job Description

Your assignment

1. You drive a customer-centric culture in the department, ensuring every agent contributes to achieving and maintaining an outstanding customer service experience across all communication channels.
2. You are accountable for creating and maintaining Service Level Agreements (SLAs) across all functions, collaborating extensively within defined process flows.
3. You are responsible for ensuring KPIs are met by leading and inspiring the team to perform at the required standard. KPIs should be reviewed and adjusted as necessary to align with current customer demands and market trends.
4. You lead collaboration efforts and ensure presence in relevant meetings, especially with the Customer Relations Department and Transport Service Providers, sharing data insights to correlate their performance with the overall performance of the CCC.
5. You lead and develop high-performing teams and leaders to support the business and secure succession planning.
6. You actively contribute to creating a CCC Disaster Recovery Plan to ensure business and operational continuity during crises.
7. You work closely with the Customer Experience Manager to drive the budgeting process, providing input based on observations and historical data, to ensure continuous excellence and customer satisfaction within the financial framework.
8. You ensure the unit operates ethically and complies with internal regulations and legislations, including consumer protection, risk, environment, health, and safety. This includes reviewing and updating CCC-specific regulations as needed.
9. You are responsible for timely and transparent communication of information affecting the department to all co-workers.
10. You contribute to the identification and appointment of department Super Users and Home Furnishing Experts to support system development and build range competence among agents.

Qualifications

Your profile

1. Minimum 2 years of experience managing customer contact/support centre operations, with at least 2 direct reports and a workforce of at least 20 co-workers.
2. Solid understanding of Customer Contact Centre operations.
3. Proven leadership experience in a people-centric organization.
4. Strong foundation in budget responsibility, profit and loss, and key performance indicators within contact centres.
5. Experience in creating and implementing strategic action plans with clear direction and follow-up.
6. Ability to manage and develop complex processes, resolve complaints and conflicts, and create win-win outcomes.

Additional Information

Please apply by 1 June 2025.