Operations Manager
5 months ago
**Role**:Operations Manager
**Timings**:Rotational Shifts (Permanent)
**Industry**:BPO
**Work Mode**:Work from office
**Functional Area**:ITES / BPO / Customer Service
**Process**:Voice
Key Skills: BPO Voice Process BPO Skills Operation Skills BPO Operations BPO industry Operations Manager Team lead operation
- 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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