Job Description

Qualifications

Minimum requirements:

• Education & Language
• English proficiency B2 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 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