Operation Assistant Manager- English - Gtower

Teleperformance; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Teleperformance Malaysia is seeking an experienced Team Manager for our Kuala Lumpur BPO operations. You will lead care floor teams, drive cross-functional initiatives and ensure service levels meet client expectations.

You will collaborate with Training, Hiring, Operations, Analysis, and Product teams, implement process improvements, optimize staffing with Workforce Management, and foster a results-driven, customer-centric culture.

Qualifications

• English proficiency at C1 CEFR level or higher (verbal and written)
• Minimum 5 years’ team management experience in a BPO/Contact Centre environment
• Exposure to e-commerce/marketplace industry in a BPO environment preferred
• Strong cross-team process implementation and execution focus

Responsibilities

• Manage tactical and project-based initiatives with partner’s care floor operations team while owning responsibility for care center performance
• Drive regular interface with all functional leaders including training, hiring, operations, analysis and specialized product teams
• Ensure process excellence by defining, implementing and measuring tasks and action items
• Partner with Work Force Management closely to stay aligned on all staffing requirements
• Foster a positive & fun culture that is driven by objectives and is customer focused
• Analyze business performance and drive rhythm of business for achieving business goals
• Analyze customer issues and feedback to build action plans for resolve
• Identify, design and implement customer campaigns to drive upsell, renewals and satisfaction
• Keep good engagement with client for ops related
• Report on call center performance on a weekly / monthly / quarterly basis

Skills

Cross-functional collaboration

Analytical thinking

Communication

Customer experience

Job description

Qualifications

Minimum requirements:

• Education & Language
  • English proficiency C1CEFR level or higher (verbal and written)
  • Experience
  • Minimum 5 years’ experience as a Team Managing experience in a BPO/Contact Centre Environment.
  • Preferably exposure to a similar e-commerce/marketplace industry in a BPO environment
• Skills & Competencies
  • Demonstrated experience in implementing cross company business processes across multiple teams
  • Strong analytical, presentation and business planning skills coupled with equally strong execution focus
  • Exceptional verbal and oral communication skills. Experience in working with teams across locations
  • Passion for ensuring an excellent user experience
• Work Requirements
  • Must be able to work in office at Gtower KL,Malaysia

Responsibilities

• Responsibilities:

  • Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team while owning responsibility for care center performance
  • Drive regular interface with all functional leaders including training, hiring, operations, analysis and specialized product teams
  • Ensure process excellence by defining, implementing and measuring tasks and action items
  • Partner with Work Force Management closely to stay aligned on all staffing requirements
  • Foster a positive & fun culture that is driven by objectives and is customer focused
  • Analyze business performance and drive rhythm of business for achieving business goals
  • Analyze customer issues and feedback to build action plans for resolve
  • Identify, design and implement customer campaigns to drive upsell, renewals and satisfaction
  • Keep good engagement with client for ops related
  • Report on call center performance on a weekly / monthly / quarterly basis