Senior Specialist, Contact Centre

About the role

CTOS Data Systems Sdn Bhd is seeking a highly motivated and experienced Senior Specialist to join our dynamic Contact Centre team. In this full-time role based in Petaling Jaya, Selangor, you will play a crucial part in delivering exceptional customer service and driving the success of our contact centre operations.

What you'll be doing

1. Manage and oversee the day-to-day operations of the contact centre, ensuring efficient and effective service delivery
2. Monitor, evaluate and continuously improve contact centre performance, utilising data-driven insights to optimise processes and procedures
3. Provide hands-on coaching and training to contact centre agents, developing their skills and capabilities
4. Liaise with cross-functional teams to address customer enquiries and resolve complex issues
5. Implement strategies to enhance customer satisfaction and loyalty
6. Contribute to the development and implementation ...