Customer Service Operations Manager

Purpose
The Operations Manager shall have responsibilities pertaining only to this function. Operations Manager should be present at all operational reviews, plus (all strategic reviews and ad hoc meetings. The Operations Manager shall be ultimately responsible for operational management to fulfill Microsoft requirements including but not limited to readiness, quality and efficiency.
Responsibilities
Partner with individuals or organizations to increase the satisfaction of our customers
Contingency Plan Implementation and Activation
Manage Customer Service and support Contact center operation
Ownership and Accountability
Motivate CSRs and Team Managers
Assure compliance of metrics & procedures
Communicate policies & procedures to Team Managers to ensure performance results
Monitor customer request volumes vs. Customer Service Professional availability
Proactively take the ownership of the project, consider benefits to project/company and add value to the project and make contribution
People Management
Be accountable to any tasks assigned by client and by company
Drive Results
Cross group Collaboration
Power to impact and influence – gain support from others to achieve the desired outcome
Set goals and expectations
Identify strengths and weakness to help operational and professional development
Communication and Collaboration
Present monthly operational reports
Provide feedback & coaching to Team Manager
Apply strategic thinking to focus on the results and goals to achieve with end Customers
Leadership
Provide Improvements Action Plans and reports
Qualifications
Skillset
Working Experience
At least 5 years of supervisor or team leadership experience in customer or tech support industry
Language
Education Background
Bachelor degree or above in Computer Science or Management related or equivalent professional
Fluency in English both oral and written
Strong in following skillsets:
Planning, Resource Organizing, Data Analyzing
Internal cooperation and coordination
Presentation
Customer Orientation & Relationship Management
Service / Soft skill communication
COPC certification is a plus.
Certificate

Giờ làm việc linh hoạt

Productivity curve is not something steady and consistent as it depends on each person's unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.

Miễn phí đồ ăn và thức uống

Avoid wasting time and energy to buy food at the restaurant or hawker center by yourself. We'll provide the best food for you and your team. Make better use of your valuable time to rest, bond, and do other things that matter to you.

Hoạt động team-building

Our company simply cannot function well without teams of people working together. That said, we provide numerous team-building activities and events for you and your team to nurture meaningful relationships between every individual.

Cơ hội phát triển nghề nghiệp

Ever feel stuck with your career? We don't hire you simply because we needed to fill an empty slot. Together, we will help you shape and grow your career so you can progress further and rediscover your true sense of purpose at work.

Cập nhật gần nhất lúc: 2023-11-02 04:15:41