Assistant Contact Centre Manager (Customer Service) - Penang
On-siteBayan Lepas, Penang, Malaysia
Job Summary
Manage the overall performance and governance of Statements of Work alongside Vendor Account Management and Business Development. Oversee day-to-day operations in accordance with requirements and SLAs, ensuring prompt identification and resolution of service delivery issues while implementing preventative measures. Establish the necessary vendor infrastructure for technology, financial, human resources, and security resources, then install service delivery processes and reporting mechanisms. Provide exceptional people management, mentorship, and career development to team members and managers to achieve low attrition and high engagement. Drive the operations team to deliver continuous improvement and productivity gains, while flagging and escalating business risks to client teams.
Required Qualifications
- Bachelor's degree or equivalent diploma
- 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
- 8+ years of experience in operations, preferably in BPO/ITES industry
- 5+ years of people management experience, including managing team leaders, and a strong desire to develop team members
- Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
- Significant experience in a complex fast paced environment
- Excellent written and verbal communication skills
Desired Qualifications
- Having high cultural awareness of political and social situations
- Proficiency in English and Multi-lingual
- Build a positive relation with Client to create new business opportunities
- Identify potential risks and opportunities for improvement in the process and suggest solutions
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