Image Secure Assistant Contact Center Manager ;
Assistant Contact Center Manager
Image Icon Malaysia · Kuala Lumpur
Category Operations

You will assist with the development, implementation, and improvement of the day-to-day contact center operations for inbound Technical and Customer Service Support, exceeding client expectations by developing your team and adding value beyond the agreed Key Performance Indicators (KPIs).

Responsibilities

  • Assist the Contact Center Manager with day-to-day contact center operations and business planning that ensures the staff’s operational efficiency and delivery of superior customer experience
  • Assist with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
  • Assist the Contact Center Manager with the compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budgeting and P&L, service metrics, payroll, etc
  • Be responsible for the recruitment, management, coaching and development of the team to ensure quality and productivity targets are met
  • Organize employee focus groups for feedback for future employee development programs
  • Manage change effectively – knowing how to handle periods of change and lead the team through such periods, displaying motivating and encouraging behaviors
  • Report metrics to the Contact Center Manager and the client, offering recommendations whenever possible, in a proactive and positive fashion during our weekly, monthly, quarterly and annual business reviews
  • Be the main PoC for interlocution with the different departments regarding the operational needs of the Service (Admin personnel, IT, HR, Quality, WFM, etc)

Requirements

  • Candidate must possess at least a bachelor’s degree, any field
  • 3-5 year experience as a Sales Lead
    Applicants must be willing to work in Kuala Lumpur
  • Involves the generation and application of unique business insights and opportunities intended to create competitive advantage for the company
  • Management Skills
  • Sales Knowledge
  • Native in the language of the market + C1 Level of English
  • Knowledge of the different Google products and services with his characteristics

Competencies and Specific Skills

  • Uses appropriate interpersonal styles and methods to guide individuals or groups toward achieving results
  • Ability to understand and manage your own emotions and those of the people around you. Is the talent of separating business from personal and always making the best judgement for the best possible outcome
  • Ability to inspire and showing others how to maximize opportunities and potential
  • Ability to predict and prevent factors that might affect the business and its different verticals
  • Analytical Thinking
  • Ability to work and fulfill assignments without supervision or pressure of any kind
  • Ability to interact (express and understand) through verbal, nonverbal and written language, with good management of the diversity of languages ​​required, with use and good command of different supports according to sociolinguistic norms and adapting to different functions and contexts

Teleperformance Malaysia embraces diversity. Qualified applicants will be considered regardless of race, ethnicity, religion, age, gender or disability.