Assistant Contact Center Manager - English - KL (Search Engine)
Teleperformance USAPetaling Jaya, Selangor, Malaysia30+ hari lalu
Penerangan pekerjaanExperience working in or with APAC & JPAC regions. Minimum of 5 years of experience in related fields such as Technology, E-Commerce, BPO, Care & Sales. Prior experience managing customer support operations is preferred. Demonstrated ability to implement cross-company business processes across multiple teams. Experience in customer retention and cross-selling. Strong analytical, presentation, and business planning skills with a focus on execution. Exceptional verbal and written communication skills; experience working with distributed teams. Previous experience in care center environments and / or partner management is required.
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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Assistant Manager • Petaling Jaya, Selangor, Malaysia