Assistant Contact Center Manager

2 weeks ago

Subang Jaya, Selangor, Malaysia Teleperformance Full time

Qualifications:

Requirements:

  • Experience working in or with Canada or Australia region
  • Minimum 5 years of work experience in the related field/industry (Technology, E-Commerce, BPO, Customer Care)
  • Prior experience in managing a customer support operation is preferred
  • Demonstrated experience in implementing cross company business processes across multiple teams
  • Experience in customer retention and crosssell
  • Strong analytical, presentation and business planning skills coupled with equally strong execution focus
  • Exceptional verbal and oral communication skills. Experience in working with teams across locations
  • Prior experience in care center environments and/or partner management needs

Responsibilities:

Responsibilities:

  • Manage tactical and projectbased initiatives with partner's (BPO) care floor operations team while owning responsibility for care center performance
  • Drive regular interface with all functional leaders including training, hiring, operations, analysis and specialized product teams
  • Ensure process excellence by defining, implementing and measuring tasks and action items
  • Partner with Work Force Management closely to stay aligned on all staffing requirements
  • Foster a positive & fun culture that is driven by objectives and is customer focused
  • Analyze business performance and drive rhythm of business for achieving business goals
  • Analyze customer issues and feedback to build action plans for resolve
  • Identify, design and implement customer campaigns to drive upsell, renewals and satisfaction
  • In partnership with BPO provider, maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests
  • Report on call center performance on a weekly / monthly / quarterly basis

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