Manager, Customer Care (PMO)

Industry

General

Advert ID

DFF2EE04-ECE0-4981-AC6B-BE7E73A5C2FD

Location

Kuala Lumpur

Job Type

Contract

Hours

Full Time

Salary Range

No. of Openings

1

Branch Information

Malaysia HQ Branch Manpower Staffing Services (Malaysia) Sdn Bhd Suite 20.01, Level 20 Centrepoint South The Boulevard, Mid Valley City Kuala Lumpur , Kuala Lumpur - 59200 Phone : +603 2087 0000

ContactNumber

+603 2087 0000

Job Description

Job Description:
We are looking for an experienced operations manager
who will be responsible for all outsourced customer care
support at Razer. You will be someone who brings in
both strategic and operational abilities to advance our
current capabilities. You will be working with a team of
operation tech leads and supervisors, who will be helping
you out to manage all vendor relations for Razer.
 Manage Razer customer care support operations
team to achieve desired NPS and KPI goals.
 Perform as functional lead between vendor and
internal support organization.
 Coordinate all vendor management tasks and
implementations with internal team.
 Identify, implement and enhance productivity and
efficiency associated with customer care support
operations.
 Establishes processes, procedures for attaining
goals and objectives in broad areas of work.
 Identify, implement and improve continuously
workflow processes, methods and processes for
customer care support operations.
 Support to explore expansion across new business
lines, across various channels and regions.
 Track, monitor and analyze vendor performance
and generate reports on day-to-day operations.
 Able to operate with minimal supervisory and
directions and to build fast-growing operations
from ground up in a fast-pace environment.
 Familiar with all contact center operation metrics
to administer and improve performance and
efficiency.
 Consistent exercise of independent and discreet
judgement and decision making.
 Able to evaluate and determine staff
planning/scheduling and volume forecasting needs.
 Other duties and responsibilities as assigned.
Requirements:
 Bachelor’s degree or equivalent.
 Minimum of 7 years of related experience
(minimum supervisory level) handling BPO or
Contact Centre operations, directly or indirectly.
 Minimum of 5 years of experience in operations or
call center environment, handling customer care
support for end-users/customers in FinTech
industry.
 Proven experience in high volume BPO or Call
Centre environment preferred.
 Familiar with COPC and other related contact
center standards
 Language skills: Fluent English and Mandarin (if
available).
 Proficient in MS Office applications.
 Familiar with software and applications used in
contact center daily operations i.e. Salesforce,
Power BI, etc.
 Effective communication and leadership skills.
 Ability to lead, guide and motivate team members
to achieve desired results.
 Ability to establish and maintain effective working
relationships with co-workers, management and
clients.
 Ability to work in a team environment.
 Ability to work under pressure.
 Ability to multi-task and at the same time, has a
good attention to detail.
 Eager to learn new technologies, products and
programs.
 Gamers welcome