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Contact Centre Manager - Mandarin

Contact Centre Manager - Mandarin

TPKuantan, Pahang, Malaysia
18 hari lalu
Penerangan pekerjaan

Overview

Join to apply for the Contact Centre Manager - Mandarin role at 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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    Buat amaran kerja untuk carian ini

    Manager Mandarin • Kuantan, Pahang, Malaysia