- 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 discipline.
- 5+ years of experience in operations, preferably within BPO.
- Minimum 3–5 years of experience in a senior operations leadership position managing large-scale teams.
- Proven experience managing large headcount operations, preferably 500+ employees, with experience managing multiple layers of leadership.
- Strong experience in B2C customer service, sales, technical support, or enterprise account management.
- Demonstrated ability to manage complex operations involving multiple teams, functions, shifts, or locations.
- Proven track record of achieving operational KPIs, service levels, customer satisfaction, and financial targets.
- Strong experience in client management and senior stakeholder engagement, including handling critical escalations.
- Excellent analytical and problem-solving skills with the ability to translate operational data into actionable strategies.
- Strong understanding of workforce planning, productivity management, cost optimization, and operational efficiency.
- Strong leadership, communication, influencing, and people-management skills.
Responsibilities
Key Responsibilities
- Lead and manage large-scale B2C operations with a significant headcount, ensuring smooth and efficient day-to-day service delivery.
- Oversee multiple Operations Managers, Team Leaders, and frontline teams, providing strategic direction and ensuring strong leadership accountability.
- Manage large-scale teams across multiple functions, shifts, or business units, ensuring appropriate workforce deployment and operational coverage.
- Own key operational metrics including SLA, AHT, CSAT, NPS, productivity, quality, adherence, and service level.
- Develop and implement operational strategies to improve performance, productivity, efficiency, and customer satisfaction.
- Monitor business performance through operational dashboards, data analysis, and regular performance reviews.
- Act as a senior point of contact for B2B clients and stakeholders, managing escalations and maintaining strong business relationships.
- Lead regular business reviews and present operational performance, challenges, action plans, and improvement initiatives to senior management and clients.
- Drive continuous improvement, process optimization, automation, and cost-efficiency initiatives across the operation.
- Work closely with WFM, Quality, Training, HR, Finance, IT, and other support functions to ensure operational excellence.
Skills
Customer Service