Assistant Contact Centre Manager (Customer Service) - Penang

Teleperformance USA; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the outsourcing sector is seeking an Operations Manager to oversee service delivery and enhance team efficiency. The role requires strong leadership skills and a deep understanding of operational management in a fast-paced environment. Ideal candidates will have significant experience in BPO/ITES industries and a passion for user experience. This is an excellent opportunity for those looking to make a significant impact in a dynamic workspace.

Qualifications

• 8+ years in operations, preferably in BPO/ITES.
• 5+ years in people management, focusing on development.
• Dynamic leader with excellent communication skills.

Responsibilities

• Manage performance and governance of Statements of Work.
• Ensure day-to-day operations align with SLA requirements.
• Provide mentorship and career development to team members.

Skills

Leadership

Communication

Crisis Management

Operational Efficiency

Team Management

Education

Bachelor’s degree or equivalent diploma

Job description

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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 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