Experienced Contact Centre Manager (Customer Service) - Mandarin
At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a seasoned Contact Centre Manager to lead our Mandarin-speaking team. As a key member of our global operations team, you'll be responsible for designing effective business operations, tackling complex problems, and developing individual team members to deliver exceptional customer experiences.
About arenaflex
arenaflex is a leading provider of innovative solutions for the modern business landscape. With a strong focus on customer-centricity, we're committed to delivering exceptional experiences that drive loyalty and growth. Our team is passionate about creating a positive impact on the social community platform, and we're excited to have you join us on this journey.
Responsibilities
As our ideal candidate, you'll be responsible for managing the overall performance and governance of our Statements of Work (SOWs), working closely with Vendor Account Management and Business Development teams. Your key responsibilities will include:
- Managing day-to-day operations in accordance with requirements and SLAs set out in SOWs
- Prompt identification and resolution of Service delivery issues, including implementation of preventative measures
- Transition management during set up phase or expansion phases
- Establishing vendor infrastructure necessary to perform services, including technology, financial, human resources, security, facilities, and communication resources
- Installing service delivery processes and Service Level reporting mechanisms
- Providing exceptional people management, mentorship, and career development to team members, including Managers, TLs, and Agents
- Achieving low attrition levels and high employee engagement
- Flagging and escalating business risks timely to the Client and Stakeholders
- Leading a group of Managers and driving process deliveries and process excellence through consistent monitoring and critical inputs
- Deep diving on customer complaints and appeal cases, including user appeal document, user analysis, and trend analysis
- Deep diving on completed transactions flagged with high-risk flags for post manual review to evaluate potential fraud and share fraud trends with the fraud strategy team
- Guiding the team on completing chargeback cases within SLA/Pre-set time, ensuring all representment documents are gathered correctly and match the case with chargeback reason
- Providing mentorship, guidance, and career development to direct reportees and members of their team
- Establishing team goals and working with direct reports on strategies for executing, measuring progress, and sharing results
- Delivering projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
- Identifying actionable insights, suggesting recommendations, and influencing team strategy through effective communication
- Protecting the Client ecosystem, preventing fraudulent activity, enforcing TOS and policies, and ensuring compliance across a global user base of millions
- Driving Managers and Operations teams to deliver value adds, continuous improvements, and productivity/quality gains
- Strategizing and executing Client/Leadership directions and decisions following the change management process
- Maintaining an effective Client relationship with proactive communication followed by POA and closed loop
Essential Qualifications
* 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
- Minimum 2+ years' of people management experience as a Sr Manager in Fraud and Risk Operations in Payment System, including Fraud chargebacks, Customer Complaints, and Escalations
- 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 develop team members
- Empathy for the social community platform users and passion to create an exceptional user experience and provide outstanding support
- Adaptable and energized by a fast-paced environment; Significant experience in a complex fast-paced environment
- Excellent written and verbal communication skills
Preferred Qualifications
* High cultural awareness of political and social situations
- Proficiency in English and Multi-lingual (depending on the market assignment)
- Ability to build a positive relationship with Clients to create new business opportunities
- Ability to identify potential risks and opportunities of improvement in the process and suggest solutions
What We Offer
* Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Flexible working arrangements to support work-life balance
- Access to cutting-edge technology and tools
- Opportunities to work with a global team and contribute to a leading organization
How to Apply
If you're a motivated and experienced Contact Centre Manager looking for a new challenge, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to the arenaflex team! Apply for this job