Assistant Contact Center Manager - English - KL (Search Engine)

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-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
-In partnership with BPO provider, maintain floor motivation through continuous feedback, positive reinforcement, and incentive contests
-Report on call center performance on a weekly / monthly / quarterly basis

-Experience working in or with APAC & JPAC
-Minimum 5 years of work experience in the related field/industry (Technology, E-Commerce, BPO, Care & Sales)
-Prior experience in managing a customer support operation is preferred
-Demonstrated experience in implementing cross company business processes across multiple teams
-Experience in customer retention and cross-sell
-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
-Prior experience in care center environments and/or partner management needed