Operation Customer Service Manager

• 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. 

• Candidate must have Bachelor’s degree in perations management or related field.

• Very exellence in English (can communicate with British)

• Any 3rd language (Mandarin, Japanese & Korean) is an added advantage

• At least 08 years of professional experience in Operation Management/Customer Service in Call Center or releate services, at least 03 years of senior management experience (Manager level). Must possess effective communication skills (written and verbal)

• Ability to work under pressure

• Corporate and process mind

• Excellent communication and quality orientation 

Will be discussed on the interview