Japanase Operations Manager Needed in Kuala Lumpur

2 weeks ago


Klang, Selangor, Malaysia Gratitude Inc. Full time

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
high level of employee and customer satisfaction

  • Establishing and managing relationship with stakeholders
  • Oversight of team organizes resources, sets goals, carries out strategy from Executives
and client on a day to day basis; reporting responsibilities

  • 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
disruption in times of annual leave/sick leave/study leave and daily working hour schedules

  • To monitor and document work schedule of staff and absences.
  • Build strong partnership with the client by growing and nurturing the existing relationships
to ensure operational cohesion & effective foundation for future growth

  • Taking weekly and monthly calls with clients to understand the expectations from the teams
and provided updates

  • 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 Appraisals and attrition management

  • Performance management through top Quartile, Middle and Bottom Quartile segregation
and identifying training and coaching needs.

  • 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
be confidence in communication

  • 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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