Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences through our innovative operations and customer service strategies. As a leader in the industry, we are committed to fostering a culture of excellence, diversity, and inclusion. Our team is dedicated to providing outstanding support to our users, and we are excited to welcome a talented Contact Centre Manager to join our global operations team.
About the Role
We are seeking an experienced Contact Centre Manager who is fluent in Mandarin to lead our customer service operations. As a dynamic leader, you will be responsible for managing large and diverse teams across multiple workflows in a fast-paced environment. Your passion for delivering exceptional user experiences, combined with your strategic thinking and analytical skills, will enable you to drive business growth and excellence in our operations.
Key Responsibilities
- Manage the overall performance and governance of the Statements of Work, including day-to-day operations, service delivery issues, and transition management.
- Establish the vendor infrastructure necessary to perform services, including technology, financial, human resources, security, facilities, and communication resources.
- Provide exceptional people management, mentorship, and career development to team members, including managers, team leaders, and agents.
- Lead the 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 appeal documents, user analysis, and trend analysis.
- Guide the team on completing chargeback cases within SLA/pre-set time given, ensuring 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.
- 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 clients' ecosystem, prevent fraudulent activity, enforce our terms of service and policies, ensuring compliance across a global user base of millions.
Essential Qualifications
- Bachelor's degree or equivalent diploma.
- Minimum 2+ years of people management experience as a senior manager in fraud and risk operations in a payment system.
- 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.
- Excellent written and verbal communication skills.
Preferred Qualifications
- High cultural awareness of political and social situations.
- Proficiency in English and multi-lingual skills (depending on market assignment).
- Ability to build positive relationships 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 the opportunity to work with a global cross-functional team, develop deeper, more scalable solutions, and drive business growth. You will also have access to training and development programs, mentorship, and career advancement opportunities.
Work Environment and Company Culture
Our work environment is fast-paced, dynamic, and collaborative. We value diversity, inclusion, and excellence, and we are committed to creating a positive and supportive work culture. Our team is passionate about delivering exceptional customer experiences, and we are excited to welcome a talented and motivated individual to join our team.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes health insurance, retirement savings, and paid time off. We also offer opportunities for professional development, career advancement, and recognition and rewards for outstanding performance.
Conclusion
If you are a dynamic and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Contact Centre Manager at blithequark, you will have the opportunity to work with a global team, drive business growth, and develop your skills and career. Please submit your application, including your resume and a cover letter, to join our team and contribute to our mission of delivering exceptional customer experiences.
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