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Call Centre Operations Manager

Operations & Admin
Full-Time
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Georgetown, Penang

About The Job

Key Responsibilities:
  • Manage the overall performance and governance of the Statements of Work (together with Service Provider Account Management / Business Development) 
  • Manage the day-to-day operations in accordance with requirements and SLAs (voice & non voice) set out in this SOW.  
  • Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases. 
  • Establish the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms • Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement • Drive Operations teams to deliver continuous improvement and productivity/quality gain 
 

Job Requirements

Minimum requirements:
  • Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
  • Strategic thinker with strong analytical and problem-solving skills 
  • 6+ years of experience in call center operations 
  • 3+ years of people management experience, including managing leaders, and a strong desire to develop team members
  • Empathy for the customer and passion to create an exceptional experience and provide outstanding customer support 
  • Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members 
  • Adaptable and energized by a fast-paced environment 
  • Bachelor’s degree, or equivalent. 
 

Our Culture

WHO WE ARE

We are a team of 330,000 + passionate people working in 350 sites providing outstanding customer experience from 80 countries in 265 different languages and dialects.

As one of the world’s larger private sector employers and global industry leader, our strategy is to attract and retain the best people and provide the best working environment to inspire our teams all around the world.

We know happy employees are more engaged to make a better experience that drives higher customer satisfaction, retention and growth.

Our team feel they are a part of something way bigger than just a job.

WHY WORK FOR TELEPERFORMANCE?

Teleperformance is a global leader in providing exceptional omnichannel customer experience since 1978. Our impacts are far-reaching, spanning over 80 countries. This kind of growth is only possible with the dedication of our people who continue to provide outstanding customer service at every opportunity.

Here, your success is our success.

We offer an outstanding opportunity to join a team that takes pride in doing business with people, for people. Teleperformance is a place where you’ll experience great job satisfaction in an inspiring, uplifting work environment.

For us, you can achieve the perfect balance between work and life at home. Distance does not matter as long as we share the same vision. Our people might be coming from more than 80 countries, but their voices will remain united in more than 265 languages, still serving the same great goal: Achieving interactions that will make the world a better place for all.

At Teleperformance, we firmly believe that “When everything changes, you have to change everything.” Considering this, we currently provide new work-at-home opportunities with TP Cloud Campus. Get ready to welcome this new career challenge.

Reason to Work with us
  • Enjoy motivating working conditions
  • Enrich your skills and develop your potential
  • Embrance a place where GOOD WORK COUNTS
  • Join a truly international company

Join Our Talent Network Today!



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