Operations Director

3 weeks ago

Penang, Malaysia SummitNext Technologies Sdn Bhd Full time

At SummitNext Technologies Sdn. Bhd., we are seeking a seasoned Operations Director to oversee the daily operations of our customer service/call centre team. The ideal candidate will have a proven track record of ensuring service levels, productivity, and quality targets are consistently met.

Key Responsibilities
  • Develop and implement strategies to improve operational efficiency, streamline processes, and enhance the customer experience.
  • Monitor key performance indicators (KPIs) such as call handling times, customer satisfaction, and agent performance, providing actionable insights.
  • Lead, coach, and develop the customer service team, including supervisors, team leaders, and agents, to ensure high performance and job satisfaction.
  • Manage staffing and scheduling to ensure optimal coverage and resource allocation based on call volume and service demand.
  • Collaborate with cross-functional teams (e.g., Quality Assurance, HR, Training) to ensure seamless communication and process improvements.
  • Handle escalated customer service issues and ensure timely resolution, promoting a customer-first culture.
  • Prepare operational reports on performance metrics, productivity, and any operational issues to senior management.
  • Stay updated with industry trends and technological advancements to continuously optimize operations.
Requirements/Qualifications
  • Minimum Diploma in any relevant field (Business, Communications, etc.), or equivalent work experience.
  • Minimum of 5 years of experience in operations management within a customer service or call centre environment.
  • Proven leadership and team management skills, with the ability to motivate and develop teams.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Proficiency in call centre software and CRM systems.
  • Excellent communication skills, both verbal and written.
  • Ability to work in a fast-paced environment and handle multiple priorities.
  • Experience with budget management and resource planning.
  • Knowledge of customer service best practices and quality assurance processes.
  • Implement and maintain quality assurance protocols to ensure high standards of customer service.
Soft Skills
  • Strong problem-solving and decision-making abilities.
  • Excellent organizational and time management skills.
  • Ability to work under pressure and meet tight deadlines.
  • A proactive mindset with a focus on continuous improvement.
  • Strong interpersonal skills to collaborate effectively with team members at all levels.

Job Type: Full-time

Pay: RM6000.00 - RM7000.00 per month

Benefits:

  • Annual Leave, Maternity Leave, Birthday Leave, Parental Leave, etc
  • EPF & Socso
  • Opportunities for promotion
  • Professional development

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