Assistant Contact Center Manager - English - KL (Search Engine)

Job Responsibilities

• Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team, taking responsibility for care center performance.
• Coordinate regularly 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 closely with Workforce Management to stay aligned on staffing requirements.
• Foster a positive and customer-focused culture driven by objectives.
• Analyze business performance and establish rhythms of business to achieve goals.
• Assess customer issues and feedback to develop action plans for resolution.
• Design and implement customer campaigns to enhance upsell, renewals, and satisfaction.
• Maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests in partnership with the BPO provider.
• Report on call center performance on a weekly, monthly, and quarterly basis.

Minimum Qualifications

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