Operation Manager (Malaysia) - Customer Care

It's fun to work in a company where people truly BELIEVE in what they're doing!

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Job Description

• Strategic Planning: Develop and execute an operational strategy and business plan for delivering exceptional services, focusing on the unique requirements of the MY market and ensuring alignment with the overall Customer Care Operations Strategy.
• BPO Partner Management: Collaborate with BPO partners to ensure contact center operations meet COPC standards. Conduct performance reviews, capacity planning, and cost/benefit analyses. Evaluate and recommend advanced technologies to optimize productivity, quality, and customer satisfaction.
• Performance Management: Manage and monitor BPO performance to achieve key metrics and standards. Identify and implement opportunities for continuous improvement to enhance operational efficiency.
• Performance Monitoring: Oversee team performance across all levels, taking corrective action to address performance gaps and fostering a culture of accountability and excellence.
• Operational Planning: Develop and maintain comprehensive operating plans focusing on service quality and operational efficiency to achieve company objectives.
• Quality Assurance: Ensure adherence to quality monitoring standards, focusing on metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• Talent Development: Partner with the training team to develop learning initiatives, foster a high-performing contact center workforce, and drive a customer-centric focus across the team.
• Team Leadership: Monitor and coach team members regularly, providing performance evaluations and fostering professional growth in collaboration with the People Ops team.
• Collaboration: Act as a liaison between customer care and key teams such as marketing, copywriting, and product development to ensure a seamless customer experience tailored to the MY market ​

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Requirements

• Bachelor's degree in any major from a top university. Degrees in Science, Technology, Engineering, Mathematics, or Management are preferred.
• Familiarity with handling MY customers and understanding their cultural preferences and expectations.
• Proficient Knowledge in Customer Satisfaction Management, related business Industry (airlines, hotel, travel agents)
• Experience in managing BPO performance
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driver decisions
• Strong strategic planning and execution skills.
• Excellent Knowledge in Service or Complaint & Recovery Management or Sales & Marketing Basic knowledge
• Strong writing, communication, presentation, negotiation and analytical skills
• English Proficiency.  Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.
• COPC literate, COPC certified will be an advantage
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e,g : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc
• Minimum of 5 years of experience in operations management, preferably in a customer service or contact center environment.
• Experience working with premium or VIP customers is highly desirable.
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!