Assistant Contact Center Manager

1 week ago

Petaling Jaya, Malaysia Teleperformance Full time

Qualifications:
**Requirements**:

- Bachelor’s degree or equivalent diploma
- 2-3 years of managerial experience in Customer Complaints Operations, including handling Fraud chargebacks
- Proficient in written and verbal communication in English and at least one local language (MN/ID/PH)
- Ability to provide feedback and coaching to Team Leaders and team members based on data collected from Quality monitoring and develop reporting plans in an actionable format for stakeholders.
- Proficient in data analysis, able to identify trends and drive teams to uncover insights.
- Strategic thinker with strong analytical and problem-solving skills
- Ability to collaborate with clients on urgent matters and work with internal stakeholders to execute action plans.
- Extensive experience in a fast-paced, complex environment
- Dedication to ensuring an outstanding user experience.

**Responsibilities**:
**Responsibilities**:

- Lead the group of TLs and drive process deliveries and process excellence through consistent monitoring and critical inputs.
- Ability to Deep Dive on customer complaints received from business line including user appeal document, user analysis and trend analysis.
- Ability to guide the team leads on getting their teams completing the CCO and BNPL cases within SLA/Pre-set time given.
- Provide mentorship, guidance and career development to direct report and members of their team. Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions.
- Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results. Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions.
- Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.

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