Assistant Manager/Manager - Contact Centre (Project Management & Process Improvement)

Join Hong Leong Bank, a leading financial institution in Southeast Asia, as an Assistant Manager/Manager - Contact Centre (Project Management & Process Improvement) based in Bali, Indonesia. This role is perfect for a dynamic professional with a passion for optimizing customer service processes and driving operational excellence. In this role, you'll be part of a dynamic team dedicated to enhancing customer experience through strategic initiatives and continuous improvement.

Hong Leong Bank is committed to providing exceptional financial services with a focus on innovation and customer satisfaction. As an Assistant Manager/Manager - Contact Centre, you will play a crucial role in managing and improving the contact center operations, ensuring seamless customer interactions and high service quality standards.

📋 Tanggung Jawab Pekerjaan

• Manage and oversee the daily operations of the contact center, ensuring high service quality and customer satisfaction.
• Lead and mentor a team of customer service representatives, providing guidance and support to achieve operational targets.
• Develop and implement project plans for process improvement, focusing on efficiency and customer experience enhancement.
• Monitor and analyze performance metrics to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to drive operational excellence and align with the bank's strategic objectives.
• Stay updated with industry trends and best practices in contact center management and process improvement.
• Ensure compliance with regulatory requirements and internal policies.
• Participate in training and development programs to enhance the skills and capabilities of the team.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in contact center management or a similar role, with a proven track record of process improvement.
• Strong knowledge of project management methodologies and tools such as MS Project, JIRA, or similar.
• Certification in contact center management or process improvement (e.g., Six Sigma, Lean, or PMP) is a plus.
• Excellent leadership and communication skills, with the ability to inspire and motivate a team.
• Proficient in using contact center software such as Genesys, Nice, or similar.
• Strong analytical skills with the ability to interpret data and drive data-informed decisions.
• Fluent in English and Bahasa Indonesia, with excellent verbal and written communication skills.

🛠️ Keahlian

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