Epicareer Might not Working Properly
Learn More

Operation Manager

  • Full Time, onsite
  • IGT Services and Technologies KL Sdn. Bhd.
  • Shah Alam, Malaysia
Salary undisclosed

Apply on

Availability Status

This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.


Original
Simplified
• To ensure desired customer delight by providing satisfactory response to customer interaction in Korean market. • To achieve desired contact centre business plan results for revenue & costs. • Manage Customer Interactions through Inbound voice contact through his/her team for the various services. • Identify steps in work processes and improvement opportunities. • Test improvement opportunities. • Fully implement improvements with best results. • Constantly monitor & review performance metrics for achievement of objective. • To track & ensure closure of complaints. • To effectively manage Contact Centre operations for constant performance achievements. • Identify relevant training needs of agents and Team Leaders & ensure effective implementation. • Effectively manage shift operations. • Prepare work/manpower schedules & prepare contingency plans. • Interface with IT/HR/ Training/Quality with collate data & generate MIS report. • Recruit, train & retain team in conjunction with HR for optimum performance. • Mentor and develop the team and conduct coaching in professional Korean language. • To support Korean clients and stakeholders.