Qualifications
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
•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
