IT Help Desk & Contact Centre Manager

Mission Consultancy Services; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in the IT sector is seeking a Team Manager to oversee call center operations in Kuala Lumpur. The role involves managing a team of engineers, ensuring high service standards, and implementing strategic initiatives to enhance operational performance and customer satisfaction. Ideal candidates should have a strong background in operations management and excellent communication skills in English and Mandarin.

Qualifications

• Minimum 5 years' experience in operations management within a contact center or technical support.
• Strong understanding of server and storage systems.
• Proficiency in English and conversational Mandarin.

Responsibilities

• Oversee daily operations of the call center, ensuring efficient processes.
• Lead and manage a team of engineers to deliver high-quality support services.
• Implement quality management processes and drive continuous improvement.

Skills

Leadership

Business Communication

Problem Solving

Technical Guidance

Education

Bachelor's degree in Business Administration, IT, or equivalent

Job description

The Team Manager will oversee the daily operations of the call center, ensuring that all processes run efficiently and effectively. This role involves managing a team of technical engineers, maintaining high service standards, and meeting client expectations. The Team Manager will also be responsible for implementing strategic initiatives to enhance operational performance, improve customer satisfaction, and achieve key performance indicators (KPIs).

Responsibilities

Team Management:

• Lead and manage a team of call center engineers to deliver high-quality technical support services.
• Ensure all team members possess excellent business communication skills in English and provide necessary training to enhance their proficiency.
• Oversee the recruitment, onboarding, and continuous development of engineers, ensuring they meet performance standards and obtain required technical certifications.
• Monitor and manage staffing levels, ensuring shifts are adequately covered and any vacancies are promptly filled.

Operational Excellence:

• Implement and manage systems to monitor daily operations effectively, including CMS and other relevant tools.
• Ensure compliance with service-level agreements (SLAs), particularly regarding first-call resolution rates, timely response rates, and independent case resolution.
• Oversee the setup and maintenance of the service hotline system, ensuring it meets technical and operational specifications, including local TFN and DID settings for the United States.

Client and Stakeholder Communication:

• Act as the primary point of contact for project managers, ensuring the call center environment aligns with operational requirements.
• Communicate effectively with clients, primarily in English, to address concerns and ensure satisfaction with service delivery.
• Provide regular reports on operational performance, including KPIs, to senior management and clients.
• Quality Assurance and Continuous Improvement:
• Implement quality management processes to ensure all services meet high standards.
• Analyze customer complaints, engineer errors, and operational issues to identify root causes and develop corrective action plans.
• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of call center operations.

Compliance and Reporting:

• Ensure all operations comply with internal policies, procedures, and legal requirements.
• Provide detailed reports on operational performance, staffing, and other key metrics to senior management.
• Manage and resolve any human errors or technical issues promptly to maintain service quality.

Requirements

• Bachelor's degree in a related field such as Business Administration, IT, or equivalent experience.
• Minimum of 5 years of experience in an operations management role within a contact center or technical support environment, preferably within the IT sector.
• Strong understanding of server and storage systems, with the ability to provide expert guidance on technical issues.
• Proficiency in English is essential for effective communication with customers.
• Conversational Mandarin is required to support smooth interactions with Mandarin-speaking clients and stakeholders.
• Proven ability to lead and manage a team, with strong people management skills.
• Excellent business communication skills, with the ability to articulate complex technical information clearly and effectively to both technical and non-technical stakeholders.
• Willingness to work flexible hours, including rotational shifts, to meet the needs of a 24/7 operation.