Assistant Contact Centre Manager (Sales) - Penang

Teleperformance USA; George Town; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in the BPO sector is seeking a dynamic Operations Manager to oversee service delivery and enhance team performance. The role includes managing day-to-day operations, implementing processes, and ensuring high employee engagement. The ideal candidate will possess strong leadership skills and a passion for user experience.

Qualifications

• 8+ years in operations, preferably in BPO/ITES industry.
• 5+ years of people management experience.
• Proficiency in English; multi-lingual preferred.

Responsibilities

• Manage performance and governance of Statements of Work.
• Drive Operations teams for continuous improvement.
• Provide mentorship to team members.

Skills

Leadership

Team Management

Communication Skills

Continuous Improvement

Problem Solving

Education

Bachelor’s degree or equivalent

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