BPO Operations Manager - Native Japanese

Gratitude Inc

995 Views

19 hours ago

3-6 Year(s)

RM 16 - RM 18 Thousand p.m

Kuala Lumpur

Job Description

Key Skills

Japanese language Sales Operation Manager BPO Operations

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Responsibilities:

Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction

Establishing and managing relationship with stakeholders

Oversight of team – organizes resources, sets goals, carries out strategy from Executives

and client on a day to day basis; reporting responsibilities

Responsible for following agreed governance model, escalation & communication plan

To ensure team members achieve agreed standards in relation to their job assignments.

To ensure training of new staff on the corporate policy rules to be adhered to

To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules

To monitor and document work schedule of staff and absences.

Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth

Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates

Ensure that all audit related issues are brought to a close

Identify and drive continuous improvements and initiatives in process

Coach & mentor Team lead so that they are able to manage their teams better

Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management

Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs.

To ensure that all internal customer queries are followed up on a timely basis

Collaborate with internal teams.

To be the Key contact for all problems and queries with specific business assigned.

Requirement:

Working under the pressure

Fluency in English (Speaking, listening, writing and reading). working 100% English.

University/Colleges required.

English has to be advance

Experience in managing team (up 50HC) more than 3 years

Good to have experience in CS/BPO/Sales/Client relationship. Otherwise, candidate has to be confidence in communication

Able to 24/7, shift time will follow client demand (No fixed shift)

Role

Manager -Customer Service

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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