Assistant Contact Center Manager

5 days ago

Petaling Jaya, 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 cross-sell
- 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 project-based 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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