Assistant Contact Centre Manager (Sales) - Penang

Teleperformance USA; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading BPO company in Malaysia is seeking an experienced operations manager to oversee performance and governance of service delivery. The role involves managing large teams, ensuring effective operations, and driving improvements in a fast-paced environment. Ideal candidates have over 8 years of experience and a strong background in people management. This position offers opportunities for career development and is crucial for maintaining high employee engagement.

Qualifications

• 8+ years of experience in operations, preferably in BPO/ITES.
• 5+ years of people management experience.
• Ability to manage diverse teams in a fast-paced environment.

Responsibilities

• Manage performance and governance of Statements of Work.
• Oversee day-to-day operations and service delivery.
• Provide mentorship and career development to team members.
• Drive continuous improvement in operations.

Skills

Leadership

Team Management

Communication

Continuous Improvement

Education

Bachelor's degree or equivalent

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