Operations Manager - English
Gratitude IncOperations Manager - English
Job Description
Key Skills
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Vacancy: Senior Operations Manager-CCM (Contact Center Manager) - English Speaker
*(Profiles shouldn't be currently affiliated with ByteDance/TikTok)*
Location - George Town, Penang, Malaysia.
Salary Range: RM 13000 to 18,000
Start Date: 3rd June 2024
Education: Min Degree/Diploma
Specialization: *At least 3 years Senior Operations Manager experience*
Full time-Regular shift
Language- English
RESPONSIBILITIES:
• Manage the overall performance and governance of the Statements of Work (together with Vendor
Account Management / Business Development). Strategizes and executes directions and decisions
following the change management process.
• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW.
Prompt identification and resolution of Service delivery issues including implementation of preventative
measures. Transition management during set up phase or expansion phases.
• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial,
human resources, security, facilities, and communication resources. Install all Service delivery processes
and Service Level reporting mechanisms.
• Provide exceptional people management, mentorship, and career development to members of your
team, including managers and Agents, achieve low attrition levels and high employee engagement.
• Drives Managers and Operations teams to deliver value adds, continuous improvements, and
productivity/quality gains.
• Flag and escalate business risks timely to the Client and Stake holders.
• Maintains an effective Client relationship with proactive communication followed by POA and closed
loop.
REQUIREMENTS:
-Bachelor’s degree or equivalent diploma
-Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in
a fast-paced environment, able to deal with rapid change and ambiguity.
-Strategic thinker with strong analytical and problem-solving skills
10+ years of experience in operations, preferably in BPO/ITES industry
7+ years of people management experience, including managing managers, and a strong desire to develop team
members.
-Empathy for the Social community platform users and passion to create an exceptional user experience and
provide outstanding support.
-Excited to be part of a global operations teams, design effective business operations, tackle complex problems,
and develop individual team members.
-Adaptable and energized by a fast-paced environment, significant experience in a complex fast paced
environment.
-Excellent written and verbal communication skills
Preferred Requirements
Having high cultural awareness of political and social situations is a plus!
Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)
-Build a positive relation with Client to create new business opportunities.
Identify potential risks and opportunities of improvement in the process and suggest solutions
Role
Operations Manager
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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