Associate Manager, B2B Sales Support (English Speaker)

Job Title:

Job Description

The Associate Manager, B2B Sales Support is responsible for supervising the daily activities of the Sales Support team to ensure effective client support and adherence to Service Level Agreements (SLAs). This position manages team performance, conducts workload analysis, and engages with clients/sales teams to align on Key Performance Indicators (KPIs) while driving execution and delivering on strategic objectives. Through effective leadership and communication, he/she/they facilitate a positive team environment to meet client needs in a dynamic and diverse setting.

You Will

• Manage and supervise the day-to-day personnel activities of a team (average of fifteen Sales Support Specialists at varying levels), including: monitoring and reviewing staff performance, managing staffing level and related matters

• Manage the business Key Performance Indicators (KPIs) through creating and monitoring a variety of reports to measure productivity and SLA compliance for specific client needs, with low to moderate level of complexity

• Sales Support Specialist Performance Management: Conduct periodic performance reviews with all direct reports and adhere to the performance management process

• Develop reinforced training practices to build knowledge and skills across the team

• Run frequent team huddles to coach, motivate, and prioritize on key activities for the day or week

• Lead internal operational cadence with sales counterparts to drive desired business outcome

• Ensure all new hires in their team complete the Onboarding Certification Program

• Lead, coach, and motivate the team to achieve specific business targets and meet assigned performance targets weekly/monthly/quarterly, ensuring high customer satisfaction

• Upkeep of documentation which includes knowledge base, process documents, and all review records

• Act as a point of escalation for support-related issues and work with relevant parties (internal and or external) towards resolution

• Establish regular, timely, and clear communication with sales and support teams and/or client, where applicable

• Collaborate with cross-functional teams and management to optimize sales processes and systems

• Manage shift scheduling to ensure sufficient support coverage

• Ensure high level of professionalism during all interactions with team and client

• Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met

• Possess an understanding of simple to moderate complex client environment(s) and expectations to successfully deliver to strategic client objectives

• Other duties, as assigned

You Are/Have

• Malaysia citizen

• Graduates with a Diploma/Degree, minimum of 5 years relevant working experience in BPO industry (preferred)

• Ability to manage, prioritize, and communicate competing deadlines

• Ability to multi-task in a high-volume transactional environment

• Ability to direct specific tasks through prescribed processes, as well as identify, document, and implement improvements

• Ability to work effectively across different functions within CNX SREV Malaysia Sdn Bhd and external clients

• Consistent track record of success with a passion for exceptional customer experience and driving team results

• Demonstrated ability to communicate quickly and succinctly in CRM workflow, email, voice and instant messaging (IM)

• Experience with process improvement/standardization

• Strong working knowledge of Microsoft Office Suite. Specifically, intermediate Excel and PowerPoint skills required

• Microsoft Dynamics CRM or comparable CRM systems experience

• Results-driven, analytically proficient with an operational outlook

• Good listening and problem-solving skills

• Excellent verbal and written communication skills, both internally and externally

• Display high level of integrity and professionalism at all times

• Understanding of client environments

• Proven aptitude to learn new technology and data

• Prior experience with Salesforce.com preferred

• Prior people management, leadership, and coaching skills preferred

Privacy and Information security

• Adhere security requirements in the process.

• Protect the privacy of personal information. 

Our Benefits and Perks

• Group Term Life Insurance

• Group Health Insurance with coverage for dependents

• Flexi-benefit (Dental, vision, gym, broadband internet, birthday, maternity, healthcare screening, language classes)

• Employee Assistance Program

• Rewards and Recognition Program

• Learning and Development Program

• Fun & Diversity Employee Engagement

Accommodation and Diversity

We have always been and will always be committed to the principle that everyone at Concentrix, regardless of who they are, where they hail from, the color of their skin, who they worship, or who they love, has equal opportunity, with policies and values which codify this, across all the countries where we are based. All qualified applicants will be considered without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin or disability.

Other information

• Working Arrangement: Hybrid with full WFH starting Aug 2025 (5 days/week) until further notice. Monthly return to the office is required and will take place on Mondays

• Working Hours: Monday to Friday, 9:00 AM - 6:00 PM

• Office Location: Wisma, 1, Jalan Kiara, Mont Kiara, 50480 Kuala Lumpur

If this sounds like an interesting opportunity, hit apply!

*Only shortlisted candidates will be contacted

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