Operations Manager

3 days ago


Johor Bahru, Malaysia Antasis Inc Full time

**Antasis Inc.** are looking for Operations Manager to drive efficiency and excellence at our Malaysia Site.

**What you should do**:

- Managing daily operations, including collaborating with HR, QA, TLs, AMs, WFM, and agents.
- Serving as the second-to-last point of contact for escalations.
- Handling MBR data and preparing all presentations.
- Reporting service lapses and errors to the Head of Contact Center (HOCC).
- Reviewing and approving all reports before dissemination.
- Identifying and assessing potential successors identified by TLs and AMs.
- Conducting performance reviews and presenting recommendations to the HOCC.
- Conducting weekly calibration meetings with TLs and QA separately.
- Overseeing recruitment efforts and making proposals based on interview outcomes.
- Preparing annual budgets and financial reports for the HOCC.
- Confirming payroll and incentives with the HOCC.
- Undertaking additional tasks assigned by the HOCC.

Additionally, you will:

- Lead and manage billing operations, ensuring accuracy, efficiency, and compliance.
- Supervise a team of billing specialists, providing guidance and performance feedback.
- Develop strategies to optimize billing processes and improve customer satisfaction.
- Collaborate with other departments to resolve billing-related issues and enhance operations.
- Analyze billing data to identify trends and track key performance indicators.
- Ensure compliance with relevant laws, regulations, and industry standards.

**Requirements**:
2 years of experience in an Operations Manager role in a Contact Center handling 60 Headcount.

Must have above 2 years of Operations Manager position in Contact Centre.

Working Days: Monday - Friday & Alternative Saturdays

Off Days : Saturday, Sunday & Singapore Public Holidays

Working Hours : 9am - 6pm

**Why You Should Join Us**:

- Be a part of a growing family. Our organization focuses on the growth and development of its people, improving the lives of others
- Achieve meaningful objectives as part of a mission-driven and values-based organisation.
- Enjoy tremendous opportunities for learning and development through working closely with various business function

Supplemental pay types:

- 13th month salary
- Overtime pay


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