Assistant Contact Centre Manager (Customer Service) - Penang

Teleperformance USA; Bayan Lepas; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading global service provider in Bayan Lepas, Malaysia, is seeking an experienced Operations Manager to oversee performance and governance of service delivery. The ideal candidate will have over 8 years in operations management, with strong leadership and communication skills. Responsibilities include managing diverse teams and driving continuous improvement initiatives. Competitive salary and career development opportunities available.

Qualifications

• 8+ years of experience in operations, preferably in BPO/ITES industry.
• 5+ years of people management experience.
• Dynamic leader with the ability to manage diverse teams in a fast-paced environment.

Responsibilities

• Manage overall performance and governance of Statements of Work.
• Drive Operations teams for continuous improvement.
• Provide exceptional people management and career development.

Skills

Leadership

Communication

Operational management

Team development

Problem-solving

Education

Bachelor's degree or equivalent diploma

Job description

Responsibilities

• Manage the overall performance and governance of the Statements of Work (together with Vendor AccountManagement / Business Development).
• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures.Transition management during set up phase or expansion phases.
• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service delivery processes and Service Levelreporting mechanisms.
• Provide exceptional people management, mentorship, and career development to members of your team,including managers and Agents, achieve low attrition levels and high employee engagement.
• Drive Operations teams to deliver continuous improvement and productivity/quality gains.
• Flag and escalate business risks timely to the Client teams.

Requirements

• Bachelor’s degree or equivalent diploma.
• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a afast-paced environment, able to deal with rapid change and ambiguity.
• 8+ years of experience in operations, preferably in BPO/ITES industry
• 5+ years of people management experience, including managing team leaders, and a strong desire to developteam members.
• Empathy for the Social community platform users and passion to create an exceptional user experience andprovide outstanding support.
• Significant experience in a complex fast paced environment.
• Excellent written and verbal communication skills

Preferred Requirements

• Having high cultural awareness of political and social situations is a plus!
• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
• Build a positive relation with Client to create new business opportunities.
• Identify potential risks and opportunities for improvement in the process and suggest solutions