Assistant Contact Centre Manager

Responsibilities:

- Responsible for work environment, client satisfaction and profitability of a program by being the leader of the line of business unit integrated by Supervisors and agents
- Manages and develops a team of assigned Supervisors to meet and exceed performance, quality, enduser satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.
- Transmit company values through leading by example and demonstrating DNA in every interaction.
- Support, motivate, evaluate, develop and coach their Supervisors to continually meet and exceed their individual / team targets
- Lead DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
- Ensure all company policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Teleperformance Management immediately
- Participate with internal departments to meet client’s deliverables
- Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin
- Manage a healthy program performance scorecard based on annual strategic plan of the country market
- Develop direct reports and potential Operational leaders
- Manage on Client´s escalations process
- Support ESAT by working with AM, WFM, HR, Payroll and other departments to increase employee retention.

Requirements:

- Degree in any dicipline
- 2 years on a management position, preferably from the contact center industry of Supervisor development
- Language (to be defined by hiring manager)
- Bachelor’s degree or equivalent diploma
- Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity
- Strategic thinker with strong analytical and problem-solving skills
- 3+ years of people management experience, including managing team leaders, and a strong desire to develop team members
- Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
- Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
- Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced environment
- Excellent written and verbal communication skills
- Build a positive relation with Client in order to create new business opportunities
- Identify potential risks and opportunities of improvement in the process and suggest solutions

Requirements:

- Degree in any dicipline
- 2 years on a management position, preferably from the contact center industry of Supervisor development
- Language (to be defined by hiring manager)
- Bachelor’s degree or equivalent diploma
- Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, able to deal with rapid change and ambiguity
- Strategic thinker with strong analytical and problem-solving skills
- 3+ years of people management experience, including managing team leaders, and a strong desire to develop team members
- Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
- Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
- Adaptable and energized by a fast-paced environment; Significant experience in a complex fast paced environment
- Excellent written and verbal communication skills
- Build a positive relation with Client in order to create new business opportunities
- Identify potential risks and opportunities of improvement in the process and suggest solutions

**Job Types**: Full-time, Permanent

Pay: RM7,000.00 - RM12,000.00 per month

Schedule:

- Monday to Friday