Operations Manager (Japanese Native)
Gratitude IncOperations Manager (Japanese Native)
Job Description
Key Skills
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Role: Operations Manager
Location: Cyberjaya
Rotational Shifts
Salary : 15-17k MYR
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
Manager -Customer Service
Timings
Rotational Shifts (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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