- Location
- , MY
- Type
- Full-time
- Department
- Operations
- Seniority
- Manager
- Experience
- 5+ years
- Education
- Bachelor
- Closing date
- Today
- Source
- iCIMS
Description
Qualifications
- Bachelor's Degree in Business Administration, Management, Operations, or a related field.
- 5–8 years of experience in BPO, contact center, customer service, or operations management.
- Proven experience managing large-scale teams and multiple Team Leaders.
- Strong experience in managing operational KPIs and service delivery.
- Demonstrated experience in client and stakeholder management.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent leadership, communication, and presentation skills.
- Strong understanding of workforce planning, quality, training, and performance management.
- Proficient in Microsoft Office, particularly Excel and PowerPoint.
- Ability to work in a fast-paced, target-driven environment.
Responsibilities
Operations Management
- Manage and oversee day-to-day operations to ensure smooth and efficient service delivery.
- Lead and manage large-scale operational teams, including Team Leaders and frontline employees.
- Establish operational goals, KPIs, and performance targets aligned with business objectives.
- Monitor key performance indicators including productivity, SLA, CSAT, AHT, FCR, quality, attendance, and service level.
- Ensure operational processes, policies, and procedures are consistently followed.
- Identify operational gaps and implement corrective actions to improve performance.
People Management
- Lead, coach, and develop Team Leaders and operational teams to achieve business objectives.
- Drive employee engagement, performance management, retention, and succession planning.
- Conduct regular performance reviews and establish development plans for high-potential employees.
- Build a strong leadership pipeline and promote a performance-driven culture.
- Work closely with Workforce Management, Training, Quality, HR, and Recruitment teams to ensure appropriate staffing and capability.
Client & Stakeholder Management
- Serve as a key point of contact for clients and internal stakeholders.
- Build and maintain strong client relationships through regular business reviews and performance discussions.
- Present operational performance, trends, challenges, and improvement plans to senior management and clients.
- Manage client expectations and ensure service delivery meets contractual and business requirements.
- Support business reviews, account governance meetings, and operational planning.
Skills
ExcelCustomer Service