Line Manager, Contact Centre

Cbc/Radio Canada

Job Description

  • Deliver world class 24 hour one-stop customer service.
  • Oversees daily frontline operations and ensure department meets KPIs set for Performance, Quality, Compliance and Risk Management.
  • Work closely with Process team and Team Managers for continuous process improvements through observations, feedback and call care.
  • Work with Workforce/Resource Planning team in maximizing resources for efficiency.
  • Plan and make necessary arrangement to support all marketing and operation campaigns.
  • Continuously improve contact centre operational strategies and procedures, across sales and service.
  • To continuously review and improve work processes to enhance customer’s experience.
  • Responsible for handling escalated complaints and identify opportunities for improvement.
  • Build and maintain effective internal and external stakeholder relationship.
  • Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
  • Ensure operations risk and audit compliance by the team.
  • Degree holder.
  • Strong background in managing a Contact Centre and proven experience of managing frontline managers.
  • Individuals with prior experience in Financial Services are preferred.
  • Experience managing a multi-channel environment (phone, email, chat, social media) will be an added advantage.
  • #J-18808-Ljbffr

Job Requirements


Additional Info

Company Activity

Last active - few days ago

Job Specialisation

Engineering (Mechanical, Electrical, etc.)

RM20.8K - RM25K

Kuala Lumpur,


1 week ago

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