Assistant Contact Center Manager - Mandarin- Penang (Video Hosting Service)
at Teleperformance
Bayan Lepas, PNG, Malaysia -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 14 Nov, 2024 | Not Specified | 17 Aug, 2024 | 8 year(s) or above | Operations,User Experience,Member Development | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
REQUIREMENTS:
- Bachelor’s degree or an equivalent diploma.
- A dynamic leader with a proven track record of managing large and diverse teams across multiple workflows in a fast-paced environment, capable of handling rapid changes and ambiguity.
- A minimum of 8 years of experience in operations, preferably in the BPO/ITES industry.
- At least 5 years of people management experience, including overseeing team leaders, with a strong commitment to team member development.
- Empathy for the Social community platform users and a strong passion for creating an exceptional user experience and providing outstanding support.
- Significant experience in a complex and fast-paced environment.
Responsibilities:
Responsibilities:
- Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team while owning responsibility for care center performance
- Drive regular interface 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 with Work Force Management closely to stay aligned on all staffing requirements
- Foster a positive & fun culture that is driven by objectives and is customer focused
- Analyze business performance and drive rhythm of business for achieving business goals
- Analyze customer issues and feedback to build action plans for resolve
- Identify, design and implement customer campaigns to drive upsell, renewals and satisfaction
- In partnership with BPO provider, maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests
- Report on call center performance on a weekly / monthly / quarterly basis
REQUIREMENT SUMMARY
Min:8.0Max:13.0 year(s)
Information Technology/IT
IT Software - Other
Other
Graduate
Proficient
1
Bayan Lepas, Malaysia