Contact Centre Manager (Customer Service) - Penang
On-siteBayan Lepas, Penang, Malaysia
Job Summary
Manage overall performance and governance of Statements of Work, establishing vendor infrastructure and implementing preventative measures for service delivery issues. Lead a high-performing team through transitions, providing mentorship to Managers, TLs, and Agents while driving process excellence and continuous improvement. Deep dive into customer complaints, appeal cases, and high-risk flagged transactions to evaluate fraud potential and guide representment cases within SLAs. Identify actionable insights, suggest recommendations, and protect the client ecosystem by preventing fraudulent activity and enforcing policies across a global user base. Strategize and execute leadership directions, maintain effective client relationships through proactive communication, and deliver projects involving quantitative analysis and strategy development.
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
- Minimum 2+ years' of people management experience as a Sr Manager in Fraud and Risk Operations in Payment System that includes Fraud chargebacks, Customer Complaints and Escalations too
- 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, 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
- Excited to be part of a global operations teams, 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 fast paced environment
- Excellent written and verbal communication skills
Desired Qualifications
- Having high cultural awareness of political and social situations is a plus!
- Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
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