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Manager II, Global Contact Center Technology

HerbalifeKuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

Herbalife Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Herbalife Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Overview

POSITION SUMMARY STATEMENT :

The Contact Center Operations Manager II leads a team, focusing on ensuring on-time and accurate delivery of team goals. This role coordinates with other cross-functional teams to ensure delivery. Expertise on multiple Contact Center Technology platforms for the Global organization; provides support, architecture, training guidance, and leads release management throughout the environment globally. Ability to collaborate with diverse business & IT teams internationally to seek & deploy the best solution for each country.

DETAILED RESPONSIBILITIES / DUTIES :

Manages a team (5+) in Contact Center Operations
Lead Contact center engineering team to build and refine estimates for proposed or assigned work and capability to be delivered by their area
Define, track, and report delivery commitments, including description, date, and dependencies, to the project managers and other stakeholders
Manage the life cycle for each technology owned by the team, and factor this information into estimates, commitments, and roadmaps
Know and manage the TCO (Total Cost of Ownership) for any technology or applications owned by their team
Manage the architectural and related documentation for each technology owned by the team, ensuring that the documentation is current adequate
Manage and develop the talent on their team, including engagement, well-being, refining, and execution, with the goal of building and maintaining a high-performance team
Ensures team delivers high quality, accurate, viable, and reliable products
Coaches, guides, and provides mentorship to team
Works closely with other cross-functional teams to enable team productivity
Coordinates and supervises creation of team deliverables
Escalates risks and resolves issues to enable team delivery
Leads a team of Contact Center engineers
Lead Change Management processes for Contact Center Technology
Manages and develops cross departmental relationships
Leads hands-on support in order to troubleshoot, diagnose, and resolve business impacting contact center service outages globally.
Participate in 24 / 7 on-call rotation to support production of the contact center globally.
Develop, document, implement procedures to streamline support and design efforts.
Assist business in contact center design & implementation to best utilize the product suite and recommends appropriate courses of action to developers / technicians, and management on technical and infrastructure issues
Recommend proactive courses of action to maintain cost effectiveness and competitiveness
Proactively assists in defining direction for future technology, infrastructure or architecture projects
Works with other regional teams to ensure technology process and support integration
Manage cross functional projects between various organizations
Provide leadership and serve as a technical resource for the team.
Train and develop new processes
Must have current / valid passport
Ability to travel domestically / international up to 15%

Qualifications

QUALIFICATIONS : Skills :

Required

Strong attention to detail, problem-solving skills, and verbal / written communication with both technical and non-technical audiences

Extensive knowledge of Contact Center Technology and methodology

Expert in Contact Center Operations

Understand Contact Center CRM and external application integration

Provide technical architecture leadership, analysis, design, development, and enhancement

Ability to manage a team

Ability to deliver results and manage performance of teams

Ability to develop and motivate others

Fluent in English

Extensive practical knowledge of all layers of the OSI network model

Applied expert knowledge of contact center environments and applications.

Applied knowledge of WAN and LAN technologies

Experience in designing, planning, and implementing contact center solutions.

Must have good verbal, written, interpersonal, and presentation skills

Must be able to work constructively in a team environment

Ability to solve practical problems and carry out responsibilities under general to minimal supervision

Ability to organize workload for effective implementation

Strong customer and results orientation

Ability to interact effectively at all levels with sensitivity to cultural diversity

Ability to function as an effective team member

Ability to adapt as the external environment and organization evolves

Preferred

Multi-lingual is a plus

Experience : Required

7+ years experience in Contact Center Operations or related field

Preferred

Prior experience leading teams

Education : Required

BA or BS in Information Technology or equivalent experience

Principles & Related Competencies :

Ethical

Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.

Leader

Communicates the big picture whether remotely or in-person, connecting the dots globally and overcoming obstacles; Gives and receives frequent feedback, learns, teaches, encourages information sharing and cooperation among teams; Celebrates the individual and the team; Ability to clearly communicate.

Collaborative

Looks Beyond Oneself

(Team Leader) Demonstrates humility through servant leadership by thinking about what can I do as a leader to help you achieve your goals; Develops a vision (strategy) and sets goals and targets, fostering an environment which encourages achievement; Inspires and influences people to work together cohesively and enthusiastically engages with them; Welcomes a diversity of backgrounds and ideas; Values Distributors and teammates.

Drives Innovation

Add value through : Driving opportunities for all 3 types of innovation (incremental, evolutionary or disruptive); Proposing ideas and creative solutions to employee, distributor and / or customer challenges; Celebrating and learning from failures and successes, willing to experiment and take educated risks making decisions based on facts & data; Welcoming other’s ideas and suggestions and acting on them.

Delivers Change

Delivers Change Through : Experiencing and leading change; Understanding Herbalife Nutrition’s business; Creating a sense of urgency for delivering business benefits; Flexibility and openness to change.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Wellness and Fitness Services

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Manager Technology • Kuala Lumpur, Kuala Lumpur, Malaysia