Manage BPO contact center operations, performance, staffing alignment, process excellence, and tactical initiatives. Coordinate with training, hiring, workforce management, analytics, and product teams; analyze customer feedback and business results; develop action plans and customer campaigns; maintain client engagement; and report performance across weekly, monthly, and quarterly business reviews.
Qualifications
Responsibilities
Minimum requirements:
- Education & Language
- English proficiency C1 CEFR level or higher (verbal and written)
- Experience
- Minimum 5 years’ experience as a Team Managing experience in a BPO/Contact Centre Environment.
- Preferably exposure to a similar e-commerce/marketplace industry in a BPO environment
- Skills & Competencies
- Demonstrated experience in implementing cross company business processes across multiple teams
- Strong analytical, presentation and business planning skills coupled with equally strong execution focus
- Exceptional verbal and oral communication skills. Experience in working with teams across locations
- Passion for ensuring an excellent user experience
- Work Requirements
- Must be able to work in office at Gtower KL, Malaysia
Responsibilities
Responsibilities:
- Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team while owning responsibility for care center performance
- Drive regular interface with all functional leaders including training, hiring, operations, analysis and specialized product teams
- Ensure process excellence by defining, implementing and measuring tasks and action items
- Partner with Work Force Management closely to stay aligned on all staffing requirements
- Foster a positive & fun culture that is driven by objectives and is customer focused
- Analyze business performance and drive rhythm of business for achieving business goals
- Analyze customer issues and feedback to build action plans for resolve
- Identify, design and implement customer campaigns to drive upsell, renewals and satisfaction
- Keep good engagement with client for ops related
- Report on call center performance on a weekly / monthly / quarterly basis
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