Operation Manager - Mandarin/Cantonese - JB

Teleperformance; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading BPO provider is seeking a Team Manager in Kuala Lumpur. The ideal candidate will have at least 5 years of team management experience in a contact center environment and must be fluent in Mandarin or Cantonese. Responsibilities include managing key operational initiatives and ensuring high performance and user satisfaction in the care center. This role requires a background in the e-commerce industry and strong analytical and communication skills.

Qualifications

• Minimum 5 years’ experience in a Team Managing role in a BPO/Contact Centre.
• Experience in the e-commerce/marketplace industry preferred.

Responsibilities

• Manage operational initiatives with partner’s care floor operations team.
• Drive collaboration with training, hiring, and analysis teams.
• Ensure process excellence and implement measurable tasks.
• Foster a customer-focused culture.
• Analyze performance to drive business goals.

Skills

Analytical skills

Presentation skills

Business planning skills

Communication skills

User experience focus

Education

Diploma/Degree and Above

English proficiency (B2 CEFR level or higher)

Fluent in Mandarin or Cantonese

Job description

Qualifications

Minimum requirements:

• Education & Language
  • Diploma/Degree and Above
  • English proficiency B2 CEFR level or higher (verbal and written)
  • Fluent in Mandarin or Cantonese (verbal communication required)
  • 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 Medini 9, Iskandar Puteri, Johor, 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