Assistant Manager, Contact Center

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Herbalife International, Inc. Full time

Overview

POSITION SUMMARY STATEMENT

The Assistant Manager, Member Services Contact Center is responsible for ensuring member satisfaction by providing prompt and quality end-to-end resolution. This role involves managing and supporting key internal and external stakeholders in escalated complaints received in the Contact Center, ensuring that complaints are handled and resolved in accordance with Standard Operating Procedures and within the SLA.

The Assistant Manager oversees team members taking inbound and outbound calls and handling external emails. This position is key for team member development and creating a positive and energetic working environment for the contact center. The Assistant Manager will work closely with local country Member Relations to consult and align on key issues, decisions, and updates.

This position will also collaborate with the Contact Center Manager/Senior Manager in supporting the Service Management Team to establish the Service Management Framework (SMF), which includes developing, implementing, and maintaining Service Partnership Agreements (SPAs) with local country and cross-functional departments. Key performance indicators (KPIs) and metrics will assist in identifying underlying trends that enable continuous process improvement efforts. The Assistant Manager will ensure that all systems, processes, and controls support high levels of member satisfaction and optimize the effectiveness and efficiency of Contact Center operations.

This position will oversee operations in Taiwan and provide backup support for the Hong Kong market.

DETAILED RESPONSIBILITIES/DUTIES:

  • Establish and maintain strong relationships with Member Services and the Contact Center GBS Services Management Framework Team to ensure execution and commitment of SPA initiatives.
  • Collaborate with local Member Relations teams to align on strategies aimed at improving member satisfaction.
  • Oversee call center operations in Taiwan while providing backup support for the Hong Kong lead during periods of absence.
  • Ensure compliance with Herbalife policies regarding external email handling, inbound and outbound call procedures, and transactions while identifying and implementing process improvements.
  • Ensure that the contact center consistently meets or exceeds service level standards, targeting SLA >75% and ABD

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