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- 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.
- 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
Assistant Contact Center Manager - Balik Pulau, Malaysia - Teleperformance
Description
Qualifications
Requirements:
Responsibilities
Responsibilities: