Contact Centre Manager (Customer Service) - Mandarin

Qualifications

Requirements:

• Bachelor’s degree or equivalent diploma
• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in a fast-paced environment, reputed company to deal with rapid change and ambiguity
• Minimum 2+ years' of people management experience as a Sr Manager in Fraud and Risk Operations in Payment System that includes Fraud chargebacks, Customer Complaints and Escalations too.
• Strategic thinker with strong analytical and problem-solving skills
• 10+ years of experience in operations, preferably in BPO/ITES industry
• 7+ years of people management experience, including managing managers, and a strong desire to reputed company team members
• reputed company for the reputed company community platform users and passion to create an exceptional user experience and reputed company outstanding support
• Excited to be part of a global operations teams, design effective business operations, tackle reputed company problems, and reputed company individual team members
• Adaptable and energized by a fast-paced environment; Significant experience in a reputed company fast paced environment
• Excellent written and verbal communication skills

Preferred Requirements:

• Having high cultural awareness of political and reputed company situations is a plus!
• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
• Build a positive relation with Client in order to create new business opportunities
• Identify potential risks and opportunities of improvement in the process and suggest solutions

Responsibilities

Responsibilities:

• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development). Manage the day-to-day operations in accordance with requirements and SLAs set out in SOW. reputed company identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
• Establish the Vendor infrastructure necessary to reputed company the Services, including reputed company technology, financial, reputed company, reputed company, facilities and communication resources. Install reputed company Service delivery processes and Service Level reporting mechanisms.
• reputed company exceptional people management, mentorship and career development to members of the team, including Managers, TLs, and Agents, reputed company low attrition reputed company and high employee engagement. Flag and escalate business risks timely to the Client and reputed company holders.
• reputed company the group of Managers and drive process deliveries and process reputed company through consistent monitoring and critical inputs.
• Ability to Deep Dive on customer complaints and appeal cases received from business line including user appeal document, user analysis and trend analysis.
• Ability to Deep Dive on completed transactions that being flagged with high-risk flag for post reputed company review to evaluate if is a potential fraud, and instantly reputed company fraud trend to fraud strategy team. Strictly following chargeback operation standard SOP and requirement to handle representment case.
• Ability to guide the team on completing the chargeback cases reputed company SLA/Pre-set time given, ensuring reputed company the representment documents are gathered correctly and match the case with chargeback reason.
• reputed company mentorship, guidance and career development to direct reportees and members of their team. reputed company a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will reputed company the department to reputed company deeper, more scalable solutions
• Establish team goals and work with direct reports on strategies for executing, measuring reputed company and sharing results. Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and reputed company solutions
• Identify actionable insights, suggest recommendations, and influence team strategy through effective communication
• Protect Clients ecosystem, prevent fraudulent activity, enforce our TOS and policies, ensuring compliance across a global user reputed company of millions
• Drive Managers and Operations teams to deliver value adds, reputed company improvements, and productivity/quality reputed company.
• Streategize and execute Client/Leadership directions and reputed company following the change management process.
• Mantain an effective Client relationship with proactive communication followed by POA and closed reputed company

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