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Operations Manager

RM 7,000 - RM 12,000 / month

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  • Oversee the performance and governance of the Statements of Work (SOW) in collaboration with Vendor Account Management and Business Development.
  • Manage daily operations in line with service level agreements (SLAs), ensuring prompt issue resolution and implementation of preventative measures.
  • Lead transition management during the setup or expansion phases of the contact center.
  • Establish and maintain the vendor infrastructure, including technology, financial, human resources, security, facilities, and communication resources.
  • Implement service delivery processes and reporting mechanisms to track performance.
  • Provide people management, mentorship, and career development for managers and agents, ensuring low attrition and high employee engagement.
  • Drive continuous improvement, productivity, and quality enhancements across operations.
  • Identify and escalate business risks to client teams in a timely manner.
  • Fluency in Mandarin is a MUST
  • Degree or Diploma in a relevant discipline.
  • Minimum 8+ years of experience in operations, preferably in the BPO/ITES industry.
  • Minimum 5+ years of people management experience, including leading team leaders and developing employees.
  • Proven leadership experience managing large, diverse teams in a fast-paced, high-growth environment.
  • Strong analytical, strategic thinking, and problem-solving skills.
  • Passion for delivering an exceptional user experience and providing outstanding customer support.
  • Experience in global operations, process improvement, and team development.
  • Ability to adapt to fast-changing environments while maintaining high performance standards.
  • Excellent written and verbal communication skills.
  • Career advancement in BPO/ Contact Center industries
  • Salary increment
  • PA Insurance
  • Other perks & benefits