Contact Center Manager - Mandarin

Teleperformance; George Town; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading business process outsourcing company in Penang seeks an experienced BPO Assistant Manager. The role involves managing overall performance, ensuring service delivery, and providing mentorship to team members. Ideal candidates will have over 8 years of operations experience in the BPO/ITES industry and strong leadership skills. This position offers career development in a dynamic environment.

Qualifications

• 1 year BPO Assistant Managerial experience.
• 8+ years of experience in operations, preferably in BPO/ITES industry.
• 5+ years of people management experience.

Responsibilities

• Manage the overall performance and governance of the Statements of Work.
• Transition management during setup or expansion phases.
• Provide exceptional people management and mentorship.

Skills

Leadership

Analytical skills

Problem-solving

Communication

Education

Bachelor’s degree or equivalent diploma

Job description

Job Description

If you have proven 1 year BPO Assistant Managerial experience, we have something for you!

Qualifications

• Bachelor’s degree or equivalent diploma
• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity
• Strategic thinker with strong analytical and problem-solving skills
• 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 develop team members
• Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
• Adaptable and energized by a fast-paced environment; 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 in order to create new business opportunities
• Identify potential risks and opportunities of improvement in the process and suggest solutions

Responsibilities

• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / 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 Level reporting 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