Team Manager, Consumer Contact Centre - Card Call Centre - Inbound MY Team Manager, Consumer Contact Centre - Card Call  …

CIMB Malaysia
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
CIMB Malaysia
in Kuala Lumpur, Kuala Lumpur, Malaysia
Permanent, Full time
Be the first to apply
Competitive
Team Manager, Consumer Contact Centre - Card Call Centre - Inbound MY
Job Purpose *

Experienced management level responsible for the inbound service to sales functions in the Contact Centre. This position will be accountable for cross-selling revenue generation from various Credit Card and Insurance products, besides providing quality service and operational excellence.

Key Responsibilities *

Business Performance and Management

*

Planning and identify products to be cross-sold in Inbound Call Centre by engaging closely with

Product owner from Banking, Insurance, Loans and Credit Card.

*

Compiling monthly cross-selling performance for update to senior management.

*

Work collectively with business units or product owners to develop new products, and participate

In UAT and cut-over.

People Management (People Perspective)

*

Tracking and analysing sales agents' productivity, attempt rate and success rate

*

Develop, train, coach and motivate staff on cross-selling techniques & performance tracking

to ensure consistent performance is being delivered.

*

Provide timely feedback to staff through regular checkpoint meetings, identify training needs and

skill gap, determine the appropriate sales training for staff alongside with Product owners & SDC.

*

Identify service agents with potential to cross-sell and engage with TLs/TMs to groom agents in

taking the first step in cross-selling journey in Call Centre.

*

Recommend human resources' actions such as hiring, corrective action, terminations, salary

actions, and promotions

*

Review Sales Incentive program to ensure payout is according to performance, and develop

Adhoc Sales campaign to motivate staff in performing cross-selling.

Operations Management (Process Perspective)

*

Set Cross-selling goals for various products and forecast meaning sales target for the sales

Agents.

*

Proactively maintain awareness of competitive activities & current knowledge of industry new

productss, analyze trends, conduct competitor analysis and develop & deploy appropriate

responses to protect our cross-selling.

*

Compliance Requirement (Process Perspective)



Continuously check to confirm there is no mis-selling practice in the cross-selling process.

Qualifications
Job Specification *

Qualifications
(Basic Degree/Diploma etc)

Diploma/Degree holder in any discipline. Non diploma/degree holders are acceptable as long as they have sufficient minimum experience as outlined below.

Professional Qualification and/or Regulatory, Licensing requirements
Nil
Relevant Work Experience
• A minimum of 3 years of relevant experience is required which needs to include at least 1 year of experience managing team leaders/managers.
• For non-Degree holders, a minimum of 5 years of relevant experience is required which needs to include at least 3 years of experience manging team leaders/managers. Individuals with prior experience in Financial Services or Credit Card Services are preferred.
• Irrespective of academic qualification, the incumbent must have previously had work experience in a contact call centre environment with sales experience.
Required Competencies and Skills *

Competencies/Skills
(Essential to succeed in this job)

" 1) Computer Literacy (Essential)
- Proficient in MS Office (Word, PowerPoint, Excel)
- Standard computer operating systems (MS Windows)

" 2) Communication Skills - Conversational (Essential)
- Ability to influence customer service executives
- Able to provide feedback"
"3) Communication Skills - Written (Essential)
- Ability to clearly and accurately document customer issues/requirements
- Good proficiency in language
- Good report writing skills
- Continuous improvement mindset"
"4) Analytical Thinking Skills (Desired)
- Ability to organize datasets in relevant software
- Apply standard contact centre analytics
- Generate insights from data
- Present to relevant audiences"
"5) People Management Skills (Essential)
- Coaching for team leaders & customer service executives
- Leadership skills
- Delegation skills"
"6) Process Improvement Skills (Desired)
- Analyze processes under control to identify gaps & suggest improvements
- Work together with quality/process re-engineering team to implement improvements"
"7) Language Skills (Essential)
- High proficiency in English Language (Verbal & Written)
- Proficient in Bahasa Melayu (Verbal & Written)"
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