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Company Description
In this connected era, the Internet is essential for daily living, and Freshtel Internet in WP. Kuala Lumpur ensures a stable, secure connection for a stable, secure lifestyle. Founded in 2015, Freshtel has provided reliable internet services to over 15,000 customers across 180 coverage sites. Join Freshtel and live the connected FRESHTAL life.
Role Description
This is a full-time on-site role for an Operations Manager at Freshtel Internet in Old Klang Road, Kuala Lumpur. The Operations Manager will be responsible for overseeing the day-to-day operations, ensuring optimal performance and security. They will also manage a team to deliver exceptional service to customers and drive operational efficiency.
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 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 Top 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.
Qualifications
- Experience in managing technical operations, inventory and customer service.
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
- Bachelor's degree in Business Administration, Information Technology, Computer Science, or related field
