Operation Support Manager

4 weeks ago

Subang Jaya, Malaysia DIRECTD RETAIL & WHOLESALE SDN BHD Full time

As an Operation Support Manager, your primary responsibility would be to ensure the smooth and efficient functioning of operations in the company. An Operation Support Manager will be responsible for managing the overall operations process and supporting the development of the business. KPI & KEY RESPONSIBILITIES Customer Support and Satisfaction KPI: Maintain high levels of customer satisfaction and resolve customer issues promptly. Key Responsibilities:  Oversee customer support activities, including inquiries, complaints, and returns.  Develop and implement customer service policies and procedures.  Monitor customer satisfaction metrics, such as response time and customer feedback.  Provide training and support to customer support staff. Process Efficiency and Improvement KPI: Streamline operational processes and improve efficiency. Key Responsibilities:  Identify areas for process improvement and implement appropriate changes.  Optimize workflows to reduce errors, bottlenecks, and unnecessary tasks.  Monitor key operational metrics, such as order processing time and cycle time.  Collaborate with cross-functional teams to streamline interdepartmental processes.  Overseeing and coordinating the various operational activities, ensuring that processes are running smoothly and all deadline are met. Data Analysis and Reporting KPI: Generate accurate and timely reports to support decision-making. Key Responsibilities:  Analyze operational data to identify trends, patterns, and areas for improvement.  Develop and maintain reporting systems and dashboards for key operational metrics.  Provide regular reports and insights to management on operational performance.  Collaborate with other departments to gather and analyze relevant data.  Conduct a comprehensive analysis of the company’s competitors in the market  Identify areas where the company can improve to gain a competitive advantage Team Leadership and Communication KPI: Foster a positive and productive work environment within the operations support team. Key Responsibilities:  Lead and motivate the team to achieve operational goals and targets.  Communicate effectively with team members to align objectives.  Provide guidance and support to resolve operational challenges.  Encourage collaboration, teamwork, and a culture of accountability
Founded in 1999, DirectD continuously provides Malaysian with the smartphones, tablets and accessories all at the best price in the markets. In this rapid growth of mobile technology era, we share our customers passion by working hard to ensure we are able to bring the latest gadgets to our shore and having a wide range of gadgets, ready for the convenient of our customers. Why join us? - Outstanding career development - Open communication culture that encourages direct contact - good working environments and location
Bachelor's or Equivalent

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