Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences through our contact centre operations. As a leader in the industry, we are committed to fostering a culture of innovation, diversity, and excellence. Our team is dedicated to providing outstanding support to our users, and we are now seeking an experienced Contact Centre Manager to join our ranks. If you are a dynamic leader with a passion for managing large and diverse teams, and you are fluent in Mandarin, we encourage you to apply for this exciting opportunity.
Job Overview
As a Contact Centre Manager at blithequark, you will be responsible for managing the overall performance and governance of our contact centre operations. You will lead a team of managers and agents, providing exceptional people management, mentorship, and career development to ensure low attrition levels and high employee engagement. You will also be responsible for establishing and maintaining effective relationships with our clients, identifying potential risks and opportunities for improvement, and driving process deliveries and process excellence.
Key Responsibilities
- Manage the day-to-day operations of the contact centre, ensuring that all service delivery issues are promptly identified and resolved, and that preventative measures are implemented to minimize downtime.
- Establish and maintain 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 members of the team, including managers, team leaders, and agents.
- Lead the group of managers and drive process deliveries and process excellence through consistent monitoring and critical inputs.
- Ability to deep dive on customer complaints and appeal cases, including user appeal documents, user analysis, and trend analysis.
- Ability to deep dive on completed transactions that have been flagged with a high-risk flag for post-manual review, evaluating potential fraud and sharing fraud trends with the fraud strategy team.
- Guide the team on completing chargeback cases within SLA/pre-set time given, ensuring that all representment documents are gathered correctly and match the case with chargeback reason.
- Provide mentorship, guidance, and career development to direct reportees and members of their team, leading a high-performing team through an exciting transition to build problem-solving, critical thinking, analytical, and technical capabilities.
- Establish team goals and work with direct reports on strategies for executing, measuring progress, and sharing results, delivering projects involving quantitative analysis, industry research, and strategy development.
- Identify actionable insights, suggest recommendations, and influence team strategy through effective communication, protecting the client's ecosystem, preventing fraudulent activity, enforcing our terms of service and policies, and ensuring compliance across a global user base of millions.
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, able to deal with rapid change and ambiguity.
- Minimum 2+ years of people management experience as a senior manager in fraud and risk operations in a payment system that includes fraud chargebacks, customer complaints, and escalations.
- Strategic thinker with strong analytical and problem-solving skills.
- 10+ years of experience in operations, preferably in the BPO/ITES industry.
- 7+ years of people management experience, including managing managers, and a strong desire to develop team members.
- Empathy for 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, designing effective business operations, tackling complex problems, and developing individual team members.
- Adaptable and energized by a fast-paced environment, with significant experience in a complex, fast-paced environment.
- Excellent written and verbal communication skills, with fluency in Mandarin.
Preferred Qualifications
- High cultural awareness of political and social situations.
- Proficiency in English and multi-lingual skills are highly preferred, 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 for improvement in the process and suggest solutions.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Contact Centre Manager, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
Our work environment is dynamic, fast-paced, and collaborative. We believe in fostering a culture of innovation, diversity, and excellence, and we are committed to creating a workplace where our employees can thrive. We offer a range of perks and benefits, including flexible working hours, remote work options, and a comprehensive benefits package.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including a range of perks and benefits that are designed to support the well-being and career development of our employees. These may include, but are not limited to, health insurance, retirement savings plans, and paid time off.
Conclusion
If you are a dynamic leader with a passion for managing large and diverse teams, and you are fluent in Mandarin, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Contact Centre Manager, you will have the opportunity to make a real difference in the lives of our customers, while also developing your skills and advancing your career. Don't miss out on this chance to join a talented team of professionals who are dedicated to delivering exceptional customer experiences. Apply now to take the first step towards an exciting and rewarding career at blithequark.
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