
Operations Manager
RM 7,000 - RM 12,000 / month
Checking job availability...
Original
Simplified
- 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.
- Manage daily operations in line with service level agreements (SLAs), ensuring prompt issue resolution and implementation of preventative measures.
- 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