Customer Service Operations Manager

7 days ago


Bayan Lepas, Penang, Malaysia Teleperformance Full time
Job Description

We are seeking a highly experienced Customer Service Operations Manager to join our team at Teleperformance. As a key member of our leadership team, you will be responsible for managing the overall performance and governance of our Statements of Work (SOW). This includes managing day-to-day operations in accordance with requirements and SLAs set out in the SOW, identifying and resolving service delivery issues, and implementing preventative measures.

Responsibilities
  • Manage the overall performance and governance of the SOW.
  • Manage day-to-day operations in accordance with requirements and SLAs set out in the SOW.
  • Identify and resolve service delivery issues.
  • Implement preventative measures to ensure continuous improvement and quality gains.

In addition to these responsibilities, you will also be expected to provide exceptional people management, mentorship, and career development to members of your team, including managers and agents. You will work closely with Client teams to drive business growth and success.



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