Contact Centre Manager - Mandarin

Overview

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Contact Centre Manager - Mandarin

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TP Job Location : Malaysia – Remote (Cloud Campus, Work From Home for 6 months, then relocation required to Johor Bahru Office) This role involves leading and managing a global contact centre operation, ensuring quality service delivery, and driving operational excellence. Requirements

A 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 Minimum 2+ years of people management experience as a Senior Manager in Fraud and Risk Operations in Payment Systems (covering Fraud chargebacks, Customer Complaints, and Escalations) Strategic thinker with strong analytical and problem-solving skills 10+ years of experience in operations, preferably in BPO / ITES industry 7+ years of people management experience, including managing managers, with a strong desire to develop team members Empathy for social community platform users and passion to create an exceptional user experience with outstanding support Excited to be part of a global operations team, 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 operational setting Excellent written and verbal communication skills Preferred Requirements

High cultural awareness of political and social situations Proficiency in English and multilingual skills highly preferred (depending on market assignment) Ability to build strong client relationships to create new business opportunities Strong risk-identification skills with ability to recommend process improvements and solutions Responsibilities

Manage the overall performance and governance of Statements of Work (together with Vendor Account Management / Business Development) Oversee day-to-day operations per SOW requirements and SLAs, ensuring timely identification and resolution of service delivery issues and implementation of preventative measures Lead transition management during setup and expansion phases Establish vendor infrastructure (technology, HR, security, facilities, communication) and ensure service delivery processes and reporting mechanisms are in place Provide exceptional people management, mentorship, and career development for Managers, Team Leads, and Agents; drive low attrition and high engagement Lead and monitor process excellence, flagging and escalating risks to Clients and stakeholders as needed Conduct deep dives on customer complaints, appeal cases, and high-risk flagged transactions to evaluate fraud potential; share fraud trends with strategy teams Ensure compliance with chargeback SOPs and timely completion of representment cases with accurate documentation Guide teams to deliver within SLA while maintaining accuracy and compliance standards Build problem-solving, analytical, and technical capabilities within the team to deliver scalable solutions Set team goals, track progress, and ensure results are communicated effectively Lead projects involving analysis, research, and strategy development with global cross-functional teams Identify actionable insights, suggest recommendations, and influence team strategy through effective communication Protect client ecosystems, prevent fraudulent activity, enforce TOS and policies, and ensure global compliance Drive managers and operations teams to deliver value-adds, continuous improvements, and measurable productivity / quality gains Execute leadership directions following proper change management processes Maintain strong client relationships with proactive communication, plans of action, and closed-loop follow-up Seniority level

Mid-Senior level Employment type

Full-time Job function

Customer Service, Quality Assurance, and Management Industries : Outsourcing and Offshoring Consulting, IT Services and IT Consulting, and IT System Data Services Note : Referrals and additional job postings on the page are not required to apply.

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