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Japanase Operations Manager Needed in Kuala Lumpur
2 weeks ago
Role:
Operations Manager
Timings:
Day Shift (Permanent)
Industry:
BPO
Work Mode:
Work from office
Functional Area:
ITES /
BPO / Customer Service
Process:
Non-Voice
Key Skills:
Call Center
BPO Operations
- Role: Operations Manager
Location:
Cyberjaya
Rotational Shifts
Salary : 15-17k MYR
- Responsibilities:
- Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining
- Establishing and managing relationship with stakeholders
- Oversight of team organizes resources, sets goals, carries out strategy from Executives
- Responsible for following agreed governance model, escalation & communication plan
- To ensure team members achieve agreed standards in relation to their job assignments.
- To ensure training of new staff on the corporate policy rules to be adhered to
- To ensure that the buddy system is put in place to maintain the operation with mínimal
- To monitor and document work schedule of staff and absences.
- Build strong partnership with the client by growing and nurturing the existing relationships
- Taking weekly and monthly calls with clients to understand the expectations from the teams
- Ensure that all audit related issues are brought to a close
- Identify and drive continuous improvements and initiatives in process
- Coach & mentor Team lead so that they are able to manage their teams better
- Hiring of leads and managers, training, inductions, employee & client satisfaction scores,
- Performance management through top Quartile, Middle and Bottom Quartile segregation
- To ensure that all internal customer queries are followed up on a timely basis
- Collaborate with internal teams.
- To be the Key contact for all problems and queries with specific business assigned.
Requirement:
- Working under the pressure
- Fluency in English (Speaking, listening, writing and reading). working 100% English.
- University/Colleges required.
- English has to be advance
- Experience in managing team (up 50HC) more than 3 years
- Able to 24/7, shift time will follow client demand (No fixed shift)
- Working 5 days, 2 days off per week ( depend on the Ops schedule)
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