Assistant Contact Center Manager - English - KL (Search Engine)

Teleperformance USA; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in customer support operations is seeking a manager to oversee care center performance in Petaling Jaya. The role involves coordinating with various teams, analyzing business performance, and fostering a customer-focused culture. Candidates should have extensive experience in BPO and technology sectors, with strong analytical and communication skills.

Qualifications

• Minimum of 5 years of experience in Technology, E-Commerce, BPO, Care & Sales.
• Experience in customer retention and cross-selling.
• Exceptional verbal and written communication skills.

Responsibilities

• Manage tactical and project-based initiatives with care center operations.
• Analyze business performance and establish rhythms of business.
• Design and implement customer campaigns to enhance satisfaction.

Skills

Analytical skills

Presentation skills

Business planning

Communication skills

Job description

Job Responsibilities

1. Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team, taking responsibility for care center performance.
2. Coordinate regularly with all functional leaders, including training, hiring, operations, analysis, and specialized product teams.
3. Ensure process excellence by defining, implementing, and measuring tasks and action items.
4. Partner closely with Workforce Management to stay aligned on staffing requirements.
5. Foster a positive and customer-focused culture driven by objectives.
6. Analyze business performance and establish rhythms of business to achieve goals.
7. Assess customer issues and feedback to develop action plans for resolution.
8. Design and implement customer campaigns to enhance upsell, renewals, and satisfaction.
9. Maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests in partnership with the BPO provider.
10. Report on call center performance on a weekly, monthly, and quarterly basis.

Minimum Qualifications

• Experience working in or with APAC & JPAC regions.
• Minimum of 5 years of experience in related fields such as Technology, E-Commerce, BPO, Care & Sales.
• Prior experience managing customer support operations is preferred.
• Demonstrated ability to implement cross-company business processes across multiple teams.
• Experience in customer retention and cross-selling.
• Strong analytical, presentation, and business planning skills with a focus on execution.
• Exceptional verbal and written communication skills; experience working with distributed teams.
• Previous experience in care center environments and/or partner management is required.