Assistant Manager
7 months ago
Must be comfortable with working in Call Center environment.
- 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 this 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 your team, including managers and Agents, achieve low attrition levels and high employee engagement.
- Drive Operations teams to deliver continuous improvement and productivity/quality gains.
- Flag and escalate business risks timely to the Client teams
- Degree in discipline or equivalent diploma
- Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity.
- Strategic thinker with strong analytical and problem-solving skills
- 8+ years of experience in operations, preferably in BPO/ITES industry
- 5+ years of people management experience, including managing team leaders, and a strong desire to develop team members.
- Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support.
- Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members.
- Adaptable and energized by a fast-paced environment, Significant experience in a complex fast paced environment.
- Excellent written and verbal communication skills Preferred Requirements:
- Having high cultural awareness of political and social situations is a plus
- Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
- Build a positive relation with Client to create new business opportunities.
- Identify potential risks and opportunities of improvement in the process and suggest solutions
**Job Types**: Full-time, Permanent
Pay: RM7,000.00 - RM12,000.00 per month
Schedule:
- Fixed shift
- Monday to Friday
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