Assistant Manager Required (Malaysia)

Employer:
Industry: Management
Location: Malaysia

SCICOM is an award-winning Malaysian contact centre outsourcer.

We provide customized Business Process Outsourcing (BPO) solutions to our portfolio of clients that consist of multinational companies with global brands by delivering our unique and modular ScicomSourcingSM solutions. We provide our clients and their customers with ‘Total Customer Delight’, thereby enhancing the customer experience which ultimately translates into increased brand loyalty and advocacy.

SCICOM’s focus is Inbound Premier Customer Service, Technical Support and all forms of associated fulfillment. Since our inception in 1997, we have grown rapidly in numbers and currently have operations in Kuala Lumpur, Cyberjaya, Bangalore, India and Tampa, Florida that collectively service our clients customers in as many as 34 countries in 23 languages. Our workforce of over 1000 people consists of nationals from Europe, the Middle East, North Africa, India, South & Far East Asia and the USA.

As part of our expansion plans, we have the following career opportunities :-

Assistant Manager – Operations.

(Insurance sales)

Based in :- Kuala Lumpur

The Position:

As Assistant Manager, your role is to lead a team of tele sales executives to generate the sales of insurance products and effectively achieve the given monthly targets.

Responsibilities of the Role:

- Manage the team’s performance and sales success.
- Lead, supervise and manage a team of telesales to meet the required performance and sales targets.
- Provide ongoing coaching, training and counseling to team members on products and services and handling of customers.
- Identify training and skills gap of staff through quality audits & performance appraisals.
- Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.
- Attend to escalated calls.
- Support the Contact Centre in achieving its overall service levels.
- Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.
- Provide marketing support on promotional campaigns as well as new product launches.
- Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.
- Attend to any high level customer complaints received by team members and spend an agreed proportion of time answering queue calls.
- Identify areas for service improvement and make recommendations to the management team.
- Ensure minimal attrition by monitoring, coaching, and developing team members.

Requirements for the Role:

- Diploma/ Degree holder.
- At least 2 years experience as a team leader, preferably in insurance products sales.
- Excellent interpersonal and people management skills.
- Excellent sales, sales leadership and negotiation skills.
- Demonstrated strong leadership and general management skills.

The Benefits:

- Attractive salary.
- Medical coverage.
- Dynamic work culture with active employee relations activities.
- Training and global career path opportunities.