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Operations Director

1 week ago

Bayan Lepas, Penang, Malaysia Teleperformance Full time
Job Summary

Teleperformance is seeking an experienced Operations Director - Customer Experience to lead our customer experience efforts. As a key member of our leadership team, you will be responsible for developing and implementing strategies to drive customer satisfaction, loyalty, and retention.

In this role, you will manage the overall performance and governance of Statements of Work (SOW), working closely with Vendor Account Management and Business Development to ensure seamless service delivery. Your expertise in process excellence and people management will drive business growth, employee engagement, and customer satisfaction.

Key Responsibilities:
* Develop and implement strategies to drive customer satisfaction, loyalty, and retention
* Manage day-to-day operations in accordance with SOW requirements and SLAs
* Establish vendor infrastructure necessary for service delivery
* Provide exceptional people management, mentorship, and career development to team members

We are looking for a strategic thinker with strong analytical and problem-solving skills, who can thrive in a dynamic environment. If you are passionate about creating an exceptional user experience and driving business results, we encourage you to apply.

Required Skills and Qualifications:
* Bachelor's degree or equivalent diploma
* 10+ years of experience in operations, preferably in BPO/ITES industry
* 7+ years of people management experience, including managing managers
* Excellent written and verbal communication skills
* Strong analytical and problem-solving skills

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.