Contact Center Manager - Mandarin

Teleperformance USA; Penang; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global service provider in Penang is seeking an experienced operations manager to oversee the performance of service delivery teams. The ideal candidate will have over 8 years of operations experience, strong leadership skills, and a passion for team development. You will drive continuous improvement and ensure exceptional service quality. This role is critical in maintaining high employee engagement and client satisfaction.

Qualifications

• 8+ years of experience in operations, preferably in BPO/ITES industry.
• 5+ years of people management experience.
• Excellent written and verbal communication skills.

Responsibilities

• Manage the overall performance and governance of the Statements of Work.
• Provide people management, mentorship and career development.
• Drive Operations teams to deliver continuous improvement.

Skills

Leadership

Analytical skills

Problem-solving skills

Communication skills

Education

Bachelor’s degree or equivalent diploma

Job description

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.

Requirements

• 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 multilingual 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