Job Description

Qualifications

Minimum requirements:

• Education & Language
  • Diploma/Degree and Above
  • English proficiency B2 CEFR level or higher (verbal and written)
  • Fluent in Mandarin or Cantonese (verbal communication required)
  • Experience
  • Minimum 8 years’ experience as a Team Managing experience in a BPO/Contact Centre Environment.
  • Preferably exposure to a similar social media 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
  • Experience managing teams of 200+ people
• Work Requirements
  • Must be able to work in office at Penang Malaysia

Responsibilities

Responsibilities

• Managing financials, cost control and data management requirements of outsourcing call center.
• Implement company-wide management-approved strategies.
• Align with stakeholders to make decisions for operational activities and set strategic goals.
• Supervise staff from different departments and provide constructive feedback.
• Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements.
• Oversee customer support processes and organize them to enhance customer satisfaction.
• Review financial information and adjust operational budgets to promote profitability.
• Revise and formulate policies and promote their implementation.
• Evaluate overall performance by gathering, analyzing, and interpreting data and metrics.
• Perform follow-ups with corporate clients and create a close relationship with high-level decision makers to create new business opportunities.
• Ensure the processes of continuous improvement, proposing outside-the-box solutions.
• Establishes quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement.
• Reviews, analyses and evaluates business procedures.
• Implement policies and procedures that will improve day-to-day operations.
• Plans directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of sales in each division to achieve financial objectives.
• Communicates and explains new directives, policies, or procedures to managers; for significant changes, meets with entire operations staff to explain differences, answer questions, and maintain morale.
• Improve customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost-effective business processes.
• Projects a positive image of the organization to employees, customers, industry, and community.