Manager Operations (Native Japanese)

Gratitude Inc

1684 Views

15 hours ago

5-15 Year(s)

Selangor (Cyberjaya)

Job Description

Key Skills

Operations Management Operations Supervisor operations skills BPO Operations Operations Manager Call centre Operations Operations Quality operations assistant manager banking operations Financial Operations

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Designation : Operations Manager

Location: Cyberjaya

Shifts : 24/7 rotational shifts including night shifts

Key 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)

• Working 5 days, 2 days off per week ( depend on the Ops schedule)

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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