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- Tasks: Lead a dynamic team in a fast-paced contact centre environment.
- Company: Join a global operations team focused on exceptional user experiences.
- Benefits: Enjoy career development, mentorship, and a vibrant work culture.
- Why this job: Be part of a team that tackles complex problems and drives continuous improvement.
- Qualifications: Requires 8+ years in operations and 5+ years in people management.
- Other info: Multilingual skills are a plus; cultural awareness is highly valued.
The predicted salary is between 36000 - 60000 £ per year.
If you have proven 1 year BPO Assistant Managerial experience, we have something for you!
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, able to deal with rapid change and ambiguity
- Strategic thinker with strong analytical and problem-solving skills
- 8+ years of experience in operations, preferably in BPO/ITES industry
- 5+ years of people management experience, including managing team leaders, and a strong desire to develop team members
- Empathy for the Social community platform users and passion to create an exceptional user experience and provide outstanding support
- Excited to be part of a global operations team, design effective business operations, tackle complex problems, and develop individual team members
- Adaptable and energized by a fast-paced environment; Significant experience in a complex fast-paced environment
- Excellent written and verbal communication skills
Preferred Requirements:
- Having high cultural awareness of political and social situations is a plus!
- Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
- Build a positive relationship with the Client in order to create new business opportunities
- Identify potential risks and opportunities for improvement in the process and suggest solutions
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 this SOW.
- Prompt 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 perform the Services, including all technology, financial, human resources, security, facilities and communication resources.
- Install all service delivery processes and Service Level reporting mechanisms.
- Provide exceptional people management, mentorship and career development to members of your team, including managers and agents, achieve low attrition levels and high employee engagement.
- Drive Operations teams to deliver continuous improvement and productivity/quality gains.
- Flag and escalate business risks timely to the Client teams.
Contact Center Manager - Mandarin employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Manager - Mandarin
✨Tip Number 1
Familiarise yourself with the BPO/ITES industry trends and challenges. Understanding the current landscape will help you speak confidently about how you can contribute to our team and tackle complex problems.
✨Tip Number 2
Showcase your leadership style during any interactions. We value dynamic leaders who can manage diverse teams, so be prepared to discuss your approach to team management and development.
✨Tip Number 3
Prepare examples of how you've successfully handled service delivery issues in the past. Being able to demonstrate your problem-solving skills will set you apart as a candidate who can thrive in a fast-paced environment.
✨Tip Number 4
Highlight your ability to build positive relationships with clients. We’re looking for someone who can identify opportunities for improvement and create new business opportunities, so be ready to share relevant experiences.
We think you need these skills to ace Contact Center Manager - Mandarin
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in BPO and people management. Emphasise your leadership skills and any specific achievements that demonstrate your ability to manage diverse teams effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for user experience and your strategic thinking abilities. Mention how your background aligns with the responsibilities of the Contact Center Manager role and express your enthusiasm for being part of a global operations team.
Highlight Language Proficiency: Since proficiency in Mandarin is crucial for this role, ensure you clearly state your language skills. If you are multilingual, mention this as it can set you apart from other candidates.
Showcase Problem-Solving Skills: In your application, provide examples of how you've tackled complex problems in previous roles. This could include specific challenges you've faced in a fast-paced environment and the solutions you implemented to improve operations.
How to prepare for a job interview at Teleperformance
✨Showcase Your Leadership Skills
As a Contact Center Manager, you'll need to demonstrate your ability to lead diverse teams. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and how you foster a positive work environment.
✨Highlight Your Problem-Solving Abilities
The role requires strong analytical skills. Be ready to discuss specific challenges you've faced in previous positions and the strategies you employed to overcome them. This will show your potential employer that you're capable of tackling complex issues.
✨Emphasise Your Experience in BPO/ITES
With over 8 years of experience in operations being a requirement, make sure to highlight your relevant background in the BPO/ITES industry. Discuss your understanding of the industry's dynamics and how it shapes your management approach.
✨Demonstrate Cultural Awareness
Given the preference for high cultural awareness, prepare to discuss your understanding of different political and social situations. This can set you apart as a candidate who is not only skilled but also sensitive to the needs of a diverse user base.
