Operation Manager
2 days ago
Job description
● Manage daily operations of customer service projects and call center activities to ensure smooth execution.
● Lead project planning, client communication, role allocation, and human resource management.
● Drive continuous process optimization to improve resource utilization and reduce operational costs.
● Conduct staff training, coaching, and performance evaluations to enhance overall team performance.
● Develop and implement operational strategies to improve efficiency and service quality.
● Analyze operational data (such as CMS reports and KPIs) and provide practical improvement recommendations.
● Collaborate with cross-functional teams to ensure operational goals align with company strategy.
● Participate in solution design and client presentations, demonstrating strong project management and operational capabilities.
● Manage key client (principal/"client-side") relationships to ensure effective communication and project delivery.
Job Requirements
● Must be able to speak and read Chinese (Mandarin) to communicate with China-based teams and clients.
● 3–5 years of call center or customer service operations experience, with at least 3 years in a managerial role.
● Proven experience managing large teams and familiarity with BPO/customer service operations.
● Hands-on frontline experience with successful progression into an operations management role.
● Strong experience in managing key clients and driving project implementation.
● Ability in solution design or operational planning.
● Familiar with call center metrics, workforce scheduling, manpower planning, and CMS/KPI reporting.
● Strong business acumen with strategic thinking and a data-driven approach to decision-making.
● Demonstrated success in cost control and process optimization.
● Excellent leadership, communication, and stakeholder management skills.
● Able to accept overseas travel and work assignments, and adapt to multi-location working environments.
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