Assistant Contact Centre Manager (Customer Service) - KL

Qualifications

Requirements:

1. Bachelor’s degree or equivalent diploma.
2. 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.
3. 8+ years of experience in operations, preferably in BPO/ITES industry.
4. 5+ years of people management experience, including managing team leaders, and a strong desire to develop team members.
5. Empathy for the social community platform users and passion to create an exceptional user experience and provide outstanding support.
6. Significant experience in a complex fast-paced environment.
7. Excellent written and verbal communication skills.

Preferred Requirements:

1. Having high cultural awareness of political and social situations is a plus!
2. Proficiency in English and multilingual is highly preferred (depends on the market assignment).
3. Build a positive relationship with clients to create new business opportunities.
4. Identify potential risks and opportunities for improvement in the process and suggest solutions.

Responsibilities

Responsibilities:

1. Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development).
2. Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of service delivery issues including implementation of preventative measures. Transition management during setup phase or expansion phases.
3. Establish the vendor infrastructure necessary to perform the services, including all technology, financial, human resources, security, facilities, and communication resources. Install all service delivery processes and service level reporting mechanisms.
4. Provide exceptional people management, mentorship, and career development to members of your team, including managers and agents, achieve low attrition levels and high employee engagement.
5. Drive operations teams to deliver continuous improvement and productivity/quality gains.
6. Flag and escalate business risks timely to the client teams.