Contact Centre Manager (Customer Service) - Mandarin

Teleperformance • Concordia, KS

154d

About The Position

The position requires a dynamic leader with a passion for managing large and diverse teams across multiple workflows in a fast-paced environment. The candidate must be able to deal with rapid change and ambiguity while ensuring exceptional user experience and support. The role involves managing the overall performance and governance of Statements of Work (SOW), establishing vendor infrastructure, and providing mentorship and career development to team members. The candidate will also be responsible for leading a group of managers, driving process deliveries, and ensuring compliance across a global user base.

Requirements

• Bachelor’s degree or equivalent diploma.
• Dynamic leader with experience managing large and diverse teams in a fast-paced environment.
• Minimum 2+ years of people management experience as a Sr Manager in Fraud and Risk Operations in Payment Systems.
• 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.
• Empathy for social community platform users and passion for creating an exceptional user experience.
• Excellent written and verbal communication skills.

Nice To Haves

• High cultural awareness of political and social situations.
• Proficiency in English and multi-lingual skills preferred.
• Ability to build positive relationships with clients to create new business opportunities.
• Identify potential risks and opportunities for improvement in processes and suggest solutions.

Responsibilities

• Manage the overall performance and governance of the Statements of Work (SOW) together with Vendor Account Management / Business Development.
• Manage day-to-day operations in accordance with requirements and SLAs set out in SOW.
• Promptly identify and resolve service delivery issues, including implementation of preventative measures.
• Establish the vendor infrastructure necessary to perform the services, including technology, financial, human resources, security, facilities, and communication resources.
• Provide exceptional people management, mentorship, and career development to team members, achieving low attrition levels and high employee engagement.
• Lead a group of managers and drive process deliveries and process excellence through consistent monitoring and critical inputs.
• Deep dive on customer complaints and appeal cases, including user analysis and trend analysis.
• Evaluate flagged transactions for potential fraud and share fraud trends with the fraud strategy team.
• Guide the team on completing chargeback cases within SLA, ensuring all documents are gathered correctly.
• Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results.
• Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.
• Protect the client's ecosystem, prevent fraudulent activity, and ensure compliance across a global user base.
• Drive managers and operations teams to deliver value adds, continuous improvements, and productivity/quality gains.
• Strategize and execute client/leadership directions and decisions following the change management process.
• Maintain an effective client relationship with proactive communication.

What This Job Offers

• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees