OPERATIONS MANAGER

POSITION SUMMARY:

The Operations Manager at IEIT will oversee the daily operations of the call center, ensuring that all processes run efficiently and effectively. This role involves managing a team of technical engineers, ensuring compliance with IEIT standards, and meeting client expectations. The Operations Manager will also be responsible for implementing strategic initiatives to enhance operational performance, improve customer satisfaction, and achieve key performance indicators (KPIs).

Key Responsibilities:

Team Management:

· Lead and manage a team of call center engineers to deliver high-quality technical support services.

· Ensure that all team members possess excellent business communication skills in English, and provide necessary training to enhance their proficiency.

· Oversee the recruitment, onboarding, and continuous development of engineers, ensuring that they meet IEIT's standards and pass the required technical certifications.

· Monitor and manage staffing levels, ensuring that shifts are adequately covered and that any vacancies are promptly filled.

Operational Excellence:

· Implement and manage systems that allow IEIT to monitor operations effectively, including CMS and other relevant tools.

· Ensure compliance with IEIT's SLA requirements, particularly in terms of first call resolution rates, timely response rates, and independent resolution rates.

· Oversee the setup and maintenance of the service hotline system, ensuring that it meets all technical and operational specifications, including local TFN and DID settings for the United States.

Client and Stakeholder Communication:

· Act as the primary point of contact for IEIT project managers, ensuring that the call center environment meets their requirements.

· Communicate effectively with clients, primarily in English, to address any concerns and ensure satisfaction with IEIT's services.

· Provide regular reports on operational performance, including KPIs, to senior management and clients.

Quality Assurance and Continuous Improvement:

· Implement quality management processes to ensure that all services meet IEIT's high standards.

· Analyze customer complaints, engineer errors, and other operational issues to identify root causes and develop improvement plans.

· Drive continuous improvement initiatives to enhance the efficiency and effectiveness of the call center operations.

Compliance and Reporting:

· Ensure that all operations comply with IEIT's policies, procedures, and legal requirements.

· Provide detailed reports on operational performance, staffing, and other key metrics to senior management.

· Manage the resolution of any human errors or technical issues, ensuring that they are addressed promptly and do not impact service quality.

REQUIREMENTS:

Education:

· Bachelor's degree in a related field such as Business Administration, IT, or equivalent experience.

Experience:

· Minimum of 5 years of experience in an operations management role within a contact center or technical support environment, preferably within the IT sector.

Technical Skills:

· Strong understanding of server and storage systems, with the ability to provide expert guidance on technical issues.

Language Proficiency:

· Proficiency in English is crucial for effective communication with customers. Additionally, Mandarin conversational skills are required to facilitate seamless interactions with clients and stakeholders from China.

Leadership:

· Proven ability to lead and manage a team, with strong people management skills.

Communication:

· Excellent business communication skills, with the ability to articulate complex technical information clearly and effectively to both technical and non-technical stakeholders.

Flexibility:

· Willingness to work flexible hours, including rotational shifts, to meet the needs of a 24/7 operation.