Contact Center Manager - Mandarin

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

Preferred Requirements

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