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Business Operations Manager

3 weeks ago

Bayan Lepas, Penang, Malaysia Teleperformance Full time
Job Description

We are seeking a highly skilled Contact Centre Manager to lead our team in delivering exceptional customer experiences.

About the Role

This is an exciting opportunity for a seasoned professional to join our global operations team as a Contact Centre Manager. The successful candidate will be responsible for managing large and diverse teams, driving process excellence, and ensuring high-quality service delivery.

Key Responsibilities
  • Manage overall performance and governance of Statements of Work (SOWs) in collaboration with Vendor Account Management and Business Development.
  • Establish vendor infrastructure necessary for service delivery, including technology, financial, human resources, security, facilities, and communication resources.
  • Provide exceptional people management, mentorship, and career development to team members, achieving low attrition levels and high employee engagement.
  • Lead Managers and drive process deliveries and process excellence through consistent monitoring and critical inputs.
Requirements
  • Bachelor's degree or equivalent diploma.
  • Minimum 2+ years of people management experience as a Sr Manager in Fraud and Risk Operations in Payment Systems.
  • 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.
Preferred Requirements
  • High cultural awareness of political and social situations.
  • Proficiency in English and Multi-lingual.
  • Build a positive relationship with Clients to create new business opportunities.