Assistant Contact Center Manager - English - KL (Search Engine)

Teleperformance; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in customer support operations is seeking a manager to oversee care center performance and drive customer satisfaction initiatives. The role involves managing projects, fostering a positive culture, and analyzing performance metrics to achieve business objectives. Candidates should have at least 5 years of relevant experience and strong communication skills.

Qualifications

• Minimum 5 years of work experience in Technology, E-Commerce, BPO, Care & Sales.
• Experience in managing customer support operations preferred.
• Prior experience in care center environments and/or partner management needed.

Responsibilities

• Manage tactical and project-based initiatives with BPO care floor operations team.
• Drive regular interface with functional leaders including training and operations.
• Analyze business performance and drive rhythm of business for achieving goals.

Skills

Analytical skills

Presentation skills

Business planning

Execution focus

Verbal communication

Oral communication

Job description

Qualifications

-Experience working in or with APAC & JPAC-Minimum 5 years of work experience in the related field/industry (Technology, E-Commerce, BPO, Care & Sales)-Prior experience in managing a customer support operation is preferred-Demonstrated experience in implementing cross company business processes across multiple teams-Experience in customer retention and cross-sell-Strong analytical, presentation and business planning skills coupled with equally strong execution focus-Exceptional verbal and oral communication skills. Experience in working with teams across locations-Prior experience in care center environments and/or partner management needed

Responsibilities

-Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team while owning responsibility for care center performance-Drive regular interface with all functional leaders including training, hiring, operations, analysis and specialized product teams-Ensure process excellence by defining, implementing and measuring tasks and action items-Partner with Work Force Management closely to stay aligned on all staffing requirements-Foster a positive & fun culture that is driven by objectives and is customer focused-Analyze business performance and drive rhythm of business for achieving business goals-Analyze customer issues and feedback to build action plans for resolve-Identify, design and implement customer campaigns to drive upsell, renewals and satisfaction-In partnership with BPO provider, maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests-Report on call center performance on a weekly / monthly / quarterly basis