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Contact Center Manager - Mandarin

Contact Center Manager - Mandarin

Teleperformance USAGeorge Town, Penang, Malaysia
10 hours ago
Job description

Overview

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

    • #J-18808-Ljbffr

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    Contact Center Manager Mandarin • George Town, Penang, Malaysia