Operations Assistant Manager, BPO & Customer Care

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

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.