Teleperformance

ACCM - Mandarin - Penang

Job Locations MY-Pulau Pinang-Georgetown
Requisition Post Information* : Posted Date 4 hours ago(9/8/2025 6:04 AM)
Requisition ID
2025-70531
Category
Client Operations
Country
Malaysia

Qualifications

Minimum requirements:

  • Education & Language
    • Diploma/Degree and Above
    • English proficiency B2 CEFR level or higher (verbal and written)
    • Fluent in Mandarin  (both written and spoken)
  • Experience
    • Minimum 5 years’ experience as a Team Managing experience in a BPO/Contact Centre Environment.
    • Preferably exposure to a similar trading/crypto currency 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

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

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