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Senior Logistics Operations Manager

3 weeks ago

Sungai Petani, Kedah, Malaysia SummitNext Full time

We are SummitNext Technologies Sdn. Bhd., a pioneering BPO and Technology Solutions provider where innovation converges with excellence.

In our relentless pursuit of growth, we are seeking experienced professionals to join our team as Senior Logistics Operations Managers, driving exceptional support for clients in the logistics industry in Sungai Petani, Kedah.

Key Responsibilities:
  1. Ensure seamless communication, accurate data recording, and timely reporting to facilitate informed decision-making.
  2. Promote operational efficiency by delivering projects within agreed timelines and fostering a culture of accountability.
  3. Maintain up-to-date tracking reports to ensure accuracy and transparency.
  4. Produce regular, comprehensive reports to stakeholders in a timely manner.
  5. Present business insights to management and clients through weekly, monthly, or quarterly presentations.
  6. Exercise leadership in site activities in the absence of the Operations Manager.
  7. Communicate critical issues and risks to the management team promptly.
  8. Leverage expertise to drive client initiatives and requests forward.
  9. Ensure team members adhere to established call centre discipline and guidelines.
Team Leadership:
  1. Empower Customer Service Agents to achieve business objectives through coaching, mentoring, and guidance.
  2. Monitor Agent performance closely to ensure alignment with business Key Performance Indicators (KPIs).
  3. Foster team cohesion, communicate vision, goals, and provide constructive feedback to promote high-performing teams.
  4. Regularly engage with team members through one-on-one reviews, team meetings, and skip-level sessions.
  5. Implement motivational strategies to maintain a high-performance culture within the team.
  6. Address escalations from team members and clients effectively.
  7. Evaluate and improve team performance continuously to deliver accurate information to customers.
  8. Conduct interviews for hiring purposes when necessary.
Requirements:
  1. A minimum of 2 years of experience as a Team Leader in a contact centre environment.
  2. Demonstrate ability to supervise, train, coach, and motivate teams.
  3. Required skills: coaching, leadership, mentoring, business presentation, and people management.
  4. Demonstrate analytical thinking and problem-solving capabilities.
  5. Exhibit strong interpersonal skills to build rapport with team members and stakeholders.
  6. Able to multitask, work independently with minimal supervision.
  7. Proficient in Microsoft Office applications and CRM systems.
  8. Flexible working hours, including weekends, with a standard 5-day workweek.