Manage BPO contact center operations, performance, staffing alignment, process excellence, and tactical initiatives. Coordinate with training, hiring, workforce management, analytics, and product teams; analyze customer feedback and business results; develop action plans and customer campaigns; maintain client engagement; and report performance across weekly, monthly, and quarterly business reviews.
Qualifications
Responsibilities
Minimum requirements:
- Education & Language
- English proficiency C1 CEFR level or higher (verbal and written)
- Experience
- Minimum 5 years’ experience as a Team Managing experience in a BPO/Contact Centre Environment.
- Preferably exposure to a similar e-commerce/marketplace industry in a BPO environment
- Skills & Competencies
- Demonstrated experience in implementing cross company business processes across multiple teams
- Strong analytical, presentation and business planning skills coupled with equally strong execution focus
- Exceptional verbal and oral communication skills. Experience in working with teams across locations
- Passion for ensuring an excellent user experience
- Work Requirements
- Must be able to work in office at Gtower KL, Malaysia
Responsibilities
Responsibilities:
- Manage tactical and project-based initiatives with partner’s (BPO) care floor operations team while owning responsibility for care center performance
- Drive regular interface with all functional leaders including training, hiring, operations, analysis and specialized product teams
- Ensure process excellence by defining, implementing and measuring tasks and action items
- Partner with Work Force Management closely to stay aligned on all staffing requirements
- Foster a positive & fun culture that is driven by objectives and is customer focused
- Analyze business performance and drive rhythm of business for achieving business goals
- Analyze customer issues and feedback to build action plans for resolve
- Identify, design and implement customer campaigns to drive upsell, renewals and satisfaction
- Keep good engagement with client for ops related
- Report on call center performance on a weekly / monthly / quarterly basis
Similar Jobs
Healthtech • Software • Analytics • Biotech • Pharmaceutical • Manufacturing
Leads site monitoring strategy, delivery, quality, compliance, and inspection readiness across clinical studies. Oversees CRO and FSP performance, monitoring plans, risk-based monitoring, clinical systems, and regulatory adherence. Manages and develops site monitoring teams, resolves escalations, partners with cross-functional study teams, supports resource and budget planning, and drives process improvement across clinical trial programs.
Top Skills:
CtmsEcoaEdcEtmfRisk-Based Monitoring (Rbm/Rbqm)
.jpg)
AdTech • Cloud • Marketing Tech • Productivity • Software • Analytics • Automation
Manage and grow a regional portfolio of Acquia customers by driving retention, renewals, upsell and cross-sell opportunities. Responsibilities include onboarding, strategic account planning, quarterly business reviews, forecasting, pipeline development, escalation resolution, partner co-selling, and CRM/database maintenance. The role requires managing high-volume accounts, meeting quota and renewal goals, collaborating cross-functionally, and maintaining strong customer relationships.
Top Skills:
Acquia Digital Experience PlatformDrupal
AdTech • Digital Media • Marketing Tech • Software • Automation
Leads the accounting team across month-end close, general ledger management, technical accounting, financial reporting, audits, SOX compliance, and process improvement. Oversees U.S. GAAP application for complex transactions including equity, share-based compensation, leases, revenue recognition, and business combinations. Manages financial statement preparation, auditor relationships, chart of accounts accuracy, team development, and automation initiatives while partnering with FP&A and tax.
Top Skills:
Ai AutomationAsc 606Asc 842Large Language ModelsMicrosoft CopilotNetSuiteSox ComplianceU.S. Gaap
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
