Contact Centre Manager

2 weeks ago

Subang Jaya, Selangor, Malaysia TIME's group Full time

Full time

Add expected salary to your profile for insights

  • Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development). Manage the day-to-day operations in accordance with requirements and SLAs set out in SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
  • 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.
  • Provide exceptional people management, mentorship and career development to members of the team, including Managers, TLs, and Agents, achieve low attrition levels and high employee engagement. Flag and escalate business risks timely to the Client and Stake holders.
  • Lead the group of Managers and drive process deliveries and process excellence through consistent monitoring and critical inputs.
  • Ability to Deep Dive on customer complaints and appeal cases received from business line including user appeal document, user analysis and trend analysis.
  • Ability to Deep Dive on completed transactions that being flagged with high-risk flag for post manual review to evaluate if is a potential fraud, and instantly share fraud trend to fraud strategy team. Strictly following chargeback operation standard SOP and requirement to handle representment case.
  • Ability to guide the team on completing the chargeback cases within SLA/Pre-set time given, ensuring all the representment documents are gathered correctly and match the case with chargeback reason.
  • Provide mentorship, guidance and career development to direct reportees and members of their team. Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions
  • Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results. Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
  • Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
  • Protect Clients ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user base of millions
  • Drive Managers and Operations teams to deliver value adds, continuous improvements, and productivity/quality gains.
  • Streategize and execute Client/Leadership directions and decisions following the change management process.
  • Mantain an effective Client relationship with proactive communication followed by POA and closed loop

Teleperformance is a global digital business services company.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

170 countries served.99 % of our employees continue to work in a Great Place to Work 410 K+ employees worldwide50 % of our workforce works remotely300 + languages and dialects63 % of all non-agent roles are filled through internal promotions

What do we do?

We provide a comprehensive, AI-powered service portfolio from front-office customer care to back-office functions, including Trust and Safety Services that help defend both online users and brand reputation. We also offer a range of specialized services such as Collections, Translation and Localization, Visa and Consular Services, and Recruitment Services.

Check us out:

Who is Teleperformance

Teleperformance is a global digital business services company.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

170 countries served.99 % of our employees continue to work in a Great Place to Work 410 K+ employees worldwide50 % of our workforce works remotely300 + languages and dialects63 % of all non-agent roles are filled through internal promotions

What do we do?

We provide a comprehensive, AI-powered service portfolio from front-office customer care to back-office functions, including Trust and Safety Services that help defend both online users and brand reputation. We also offer a range of specialized services such as Collections, Translation and Localization, Visa and Consular Services, and Recruitment Services.

Check us out:

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