Strategic Business Development Director

6 days ago


Bayan Lepas, Penang, Malaysia Teleperformance Full time
Job Summary

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

About the Role

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.


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