Assistant Contact Center Manager - Mandarin- Penang (Video Hosting Service)

Qualifications Requirements: Bachelor's degree or an equivalent diploma. A dynamic leader with a proven track record of managing large and diverse teams across multiple workflows in a fast-paced environment, capable of handling rapid changes and ambiguity. A minimum of 8 years of experience in operations, preferably in the BPO/ITES industry. At least 5 years of people management experience, including overseeing team leaders, with a strong commitment to team member development. Empathy for the Social community platform users and a strong passion for creating an exceptional user experience and providing outstanding support. Significant experience in a complex and fast-paced environment. 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 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