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Contact Center Manager - Mandarin

Teleperformance USA

Penang

On-site

MYR 60,000 - 90,000

Full time

30+ days ago

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Job summary

A leading global BPO company seeks a BPO Assistant Manager in Penang. The successful candidate will drive operations, manage performance metrics, and mentor a large team in a fast-paced environment. This role demands strong leadership and problem-solving skills, as well as the ability to adapt to rapid changes.

Qualifications

  • 8+ years of experience in operations, preferably in BPO/ITES industry.
  • 5+ years of people management experience, particularly with team leaders.
  • Dynamic leader with passion for managing large diverse teams.

Responsibilities

  • Manage overall performance and governance of Statements of Work.
  • Provide people management and mentorship to team members.
  • Drive teams for continuous improvement and report on Service Level.

Skills

Leadership
Analytical Skills
Problem Solving
Communication
People Management

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!

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 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

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