Contact Center Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia GrowthFn Full time

Position:
Contact Center Manager (Video Hosting Service)

Language:
English

Needed Specialization:
Minimum 3 years as a Senior Operations Manager or 5 years as an Operations Manager

Target Onboarding Date:

ASAP

Salary Range:
RM 13,000 - RM 18,000

Location:
Penang/Kuala Lumpur

Type:
Full-time

Shift:
Regular Shift

Responsibilities:

  • Performance and Governance: Oversee the overall performance and governance of Statements of Work (SOW) in collaboration with Vendor Account Management and Business Development. Strategize and implement directions and decisions following the change management process.
  • Operations Management: Manage daily operations in accordance with the requirements and SLAs specified in the SOW. Promptly identify and resolve service delivery issues and implement preventative measures. Oversee transition management during setup or expansion phases.
  • Vendor Infrastructure: Establish the necessary vendor infrastructure to perform services, including technology, financial, human resources, security, facilities, and communication resources. Implement service delivery processes and service level reporting mechanisms.
  • People Management: Provide exceptional management, mentorship, and career development to team members, including managers and agents. Aim for low attrition levels and high employee engagement.
  • Continuous Improvement: Drive managers and operations teams to deliver valueadds, continuous improvements, and productivity/quality gains.
  • Risk Management: Flag and escalate business risks in a timely manner to the client and stakeholders.
  • Client Relationship: Maintain an effective client relationship with proactive communication followed by Plan of Action (POA) and closedloop feedback.

Requirements:

Education:
Bachelor's degree or equivalent diploma.

Experience:

Dynamic leader with at least 10 years of operations experience, preferably in the BPO/ITES industry, and a minimum of 7 years in people management, including managing managers.


Skills:

  • Strategic thinker with strong analytical and problemsolving skills.
  • Passionate about managing large and diverse teams across multiple workflows in a fastpaced environment.
  • Ability to handle rapid change and ambiguity.
  • Empathy for social community platform users and a passion for creating exceptional user experiences and providing outstanding support.
  • Excited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members.
  • Adaptable and energized by a fastpaced environment with significant experience in complex environments.
  • Excellent written and verbal communication skills.

Preferred Requirements:

  • Cultural Awareness: High cultural awareness of political and social situations is a plus.
  • Language Proficiency: Proficiency in English is required; multilingual skills are highly preferred depending on market assignment.
  • Client Relations: Build positive relationships with clients to create new business opportunities.
  • Process Improvement: Identify potential risks and opportunities for improvement in processes and suggest solutions.

Pay:
RM13, RM18,000.00 per month

Benefits:

  • Opportunities for promotion

Schedule:

  • Fixed shift

Experience:

People Management: 7 years (preferred)

  • Operations: 10 years (preferred)

Language:

  • English (required)

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