DRSC GlobalCore IT Assistant Manager

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Are you ready to unleash your potential

At Deloitte our purpose is to make an impact that matters for our clients our people and the communities we serve.

We believe we have a responsibility to be a force for good and WorldImpact is our portfolio of initiatives focused on making a tangible impact on societys biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable inclusive as well as sustainable business practices.

Hence we seek talented individuals driven to excel and innovate working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion where diverse perspectives are celebrated and everyone is recognised for their contributions.

Ready to unleash your potential with us Join the winning team now!

Work youll do

Manage and monitor SLAs
Manage day to day performance of the team
Leave Management Schedule Management to ensure smooth operations
Review daily/weekly/monthly stats for performance of respective team
Provide coaching and mentoring to Sr. Coaching analyst and Frontline analysts
Be a mentor and assist in training for other analysts
Identify training opportunities and work with training team to develop training materials and deliver training as needed
Handle escalated customer contacts
Acts as a Performance Management Counselor in year appraised based on the need of the business line
work towards improving talent survey engagement scores and drive initiatives.
Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
Maintain good relationship with our client teams
Review timesheets of the team members
Provide input for hiring decisions
Should act as coach mentor and career counsellor for team members and help them achieve their goals
Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7

Your role as a leader

At Deloitte we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients people and the communities. Additionally Assistant Managers across our Firm are expected to:

Actively seek out developmental opportunities for growth act as strong brand ambassadors for the firm as well as share their knowledge and experience with others.
Respect the needs of their colleagues and build up cooperative relationships.
Understand the goals of our internal and external stakeholder to set personal priorities as well as align their teams work to achieve the objectives.
Constantly challenge themselves collaborate with others to deliver on tasks and take accountability for the results.
Build productive relationships and communicate effectively in order to positively influence teams and other stakeholders.
Offer insights based on a solid understanding of what makes Deloitte successful.
Project integrity and confidence while motivating others through team collaboration as well as recognising individual strengths differences and contributions.
Understand disruptive trends and promote potential opportunities for improvement.

Requirements

Minimum of 7 to 8 years of Call Center experience in a contact center with a minimum of 2-3 years experience in handling 15-20 FTEs
Any Bachelors degree required with masters degree being an advantage.
Excellent command of English & Mandarin (Read Write Speak)
Excellent interpersonal and communication skills business acumen the ability to adapt to change and experience in contact center tools.
Leadership and organizational abilities Desired.
Excellent people handling skills with expert knowledge of the contact center operations.
Proven ability to support internal or external business Clients
Self-motivated team player action and results oriented
Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
A flair to serve the employees living servant leadership principles
Previous experience of working with Global teams is an advantage
Understanding the contact center industry client relationship understanding market trends and have a strategic mindset to grow the business and solve problems.
Experience with recruiting and performance evaluation processes
Ability to perform under pressure
Willingness to work in rotational shifts including night shifts and working on weekend.

Due to volume of applications we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Deloitte Recruiters via firms business contact number or business email address.

Required Experience:

Manager

Are you ready to unleash your potentialAt Deloitte our purpose is to make an impact that matters for our clients our people and the communities we serve. We believe we have a responsibility to be a force for good and WorldImpact is our portfolio of initiatives focused on making a tangible impact on ...

Manage and monitor SLAs
Manage day to day performance of the team
Leave Management Schedule Management to ensure smooth operations
Review daily/weekly/monthly stats for performance of respective team
Provide coaching and mentoring to Sr. Coaching analyst and Frontline analysts
Be a mentor and assist in training for other analysts
Identify training opportunities and work with training team to develop training materials and deliver training as needed
Handle escalated customer contacts
Acts as a Performance Management Counselor in year appraised based on the need of the business line
work towards improving talent survey engagement scores and drive initiatives.
Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
Maintain good relationship with our client teams
Review timesheets of the team members
Provide input for hiring decisions
Should act as coach mentor and career counsellor for team members and help them achieve their goals
Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7

Actively seek out developmental opportunities for growth act as strong brand ambassadors for the firm as well as share their knowledge and experience with others.
Respect the needs of their colleagues and build up cooperative relationships.
Understand the goals of our internal and external stakeholder to set personal priorities as well as align their teams work to achieve the objectives.
Constantly challenge themselves collaborate with others to deliver on tasks and take accountability for the results.
Build productive relationships and communicate effectively in order to positively influence teams and other stakeholders.
Offer insights based on a solid understanding of what makes Deloitte successful.
Project integrity and confidence while motivating others through team collaboration as well as recognising individual strengths differences and contributions.
Understand disruptive trends and promote potential opportunities for improvement.

Requirements

Minimum of 7 to 8 years of Call Center experience in a contact center with a minimum of 2-3 years experience in handling 15-20 FTEs
Any Bachelors degree required with masters degree being an advantage.
Excellent command of English & Mandarin (Read Write Speak)
Excellent interpersonal and communication skills business acumen the ability to adapt to change and experience in contact center tools.
Leadership and organizational abilities Desired.
Excellent people handling skills with expert knowledge of the contact center operations.
Proven ability to support internal or external business Clients
Self-motivated team player action and results oriented
Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
A flair to serve the employees living servant leadership principles
Previous experience of working with Global teams is an advantage
Understanding the contact center industry client relationship understanding market trends and have a strategic mindset to grow the business and solve problems.
Experience with recruiting and performance evaluation processes
Ability to perform under pressure
Willingness to work in rotational shifts including night shifts and working on weekend.