Operations Manager

Customer Service 1. Provide overall management to Customer Service team focused on providing excellent customer service. 2. Review and approve staffing schedules to ensure staffing meets the daily customer contact volume & ensure the team adhere to the manuals, policies and guidelines. 3. Manage training needs of Customer Service team. 4. Create, monitor, and report performance metrics for the team. 5. Create a unified Customer Service team through effective communication, team building, motivation, and recognition. 6. Handle complex customer issues and escalated complaints/ calls. 8. Timely feedback to team members and periodic appraisal. Inventory and Installation 1. Manage operations include shipping, procurement, inventory to ensure the successful day-to-day running of the inventory stocks by region and successful fulfilment of all jobs to achieve optimal efficacy. 2. Lead and provide guidance in operational functions with the objective to achieve the set deliverable and to strive for continuous improvements. 3. Manage the sales support team with customer inquiries, order processing, and after-sales support, ensuring a high level of customer satisfaction. 4. Manage the installation team by scheduling, planning, and ensuring high customer satisfaction. 5. Work with Upper Management for budgeting, controlling costs and keeping the business on track financially through management of the supply chain and other resources to minimize costs and maximise results; Reporting and performing analysis comparing actual and budgeted metrics including activities and expenses. 6. Review operations processes and frameworks to achieve continual operational excellence towards internal stakeholders and external customers’ satisfaction; communicate formally and present the actionable findings and feasible recommendations to upper management. 7. Provide strategic direction to Management on business risk evaluation and management, regulatory compliance and adherence. 8. Partner with cross-functional teams to improve proprietary tools and systems. 9. Oversee orientation and training of team members to ensure a capable workforce. 10. Perform ad hoc analysis and duties as and when required on an accurate and timely basis.