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Operations Manager Teleperformance

3 weeks ago

Bayan Lepas, Penang, Malaysia Teleperformance Full time
Job Description

We are seeking an experienced Operations Manager to lead our contact centre team at Teleperformance. As a Senior Contact Centre Leader, you will be responsible for managing the overall performance and governance of Statements of Work (SOW), including vendor management and business development.

Your key responsibilities will include:

  • Managing day-to-day operations in accordance with requirements and SLAs set out in the SOW.
  • Providing exceptional people management, mentorship, and career development to members of your team.
  • Driving continuous improvement and productivity/quality gains within the operations teams.

You will also be responsible for establishing the vendor infrastructure necessary to perform the services, including technology, financial, human resources, security, facilities, and communication resources.

The ideal candidate will have 8+ years of experience in operations, preferably in the BPO/ITES industry, and 5+ years of people management experience.

A strong desire to develop team members and empathy for social community platform users is essential.