Assistant Contact Centre Manager (Customer Service) - Penang

Responsibilities

• Manage the overall performance and governance of the Statements of Work (together with Vendor AccountManagement / 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 Levelreporting 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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