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Team Performance Improvement Specialist

3 weeks ago

Petaling Jaya, Selangor, Malaysia Teleperformance Full time
Job Description

We are seeking a skilled Team Performance Improvement Specialist to join our team. As a key member of our operations department, you will be responsible for analyzing and improving team performance.

Responsibilities
  • Analyze team performance and identify areas for improvement.
  • Develop and implement strategies to improve team performance.
  • Lead the day-to-day operations of the team, ensuring that all activities are carried out in accordance with requirements and SLAs.
  • Manage the overall performance and governance of the Statements of Work (SOWs) together with Vendor Account Management/Business Development.
Requirements
  • Bachelor's degree or equivalent diploma.
  • Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment.
  • Minimum 2+ years' of people management experience as a Sr Manager in Fraud and Risk Operations in Payment Systems that includes fraud chargebacks, customer complaints, and escalations.
  • Strong analytical and problem-solving skills.
  • 10+ years of experience in operations, preferably in BPO/ITES industry.
  • 7+ years of people management experience, including managing managers, and a strong desire to develop team members.
  • Excellent written and verbal communication skills.
Preferred Requirements
  • High cultural awareness of political and social situations.
  • Proficiency in English and multi-lingual is highly preferred.
  • Ability to build a positive relationship with clients to create new business opportunities.
  • Identify potential risks and opportunities for improvement in processes and suggest solutions.