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全职 Operation Manager - English - Penang 工作, 薪水, TP Pulau Pinang 公司招聘中 - Ricebowl

Operation Manager - English - Penang

TP

全职

George Town, Pulau Pinang

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工作地点

  • George Town Pulau Pinang Malaysia

职位描述

岗位职责

Qualifications:
  • Bachelor's degree in Business Administration, Management, Operations, or a related discipline.
  • 5+ years of experience in operations, preferably within BPO.
  • Minimum 3–5 years of experience in a senior operations leadership position managing large-scale teams.
  • Proven experience managing large headcount operations, preferably 500+ employees, with experience managing multiple layers of leadership.
  • Strong experience in B2C customer service, sales, technical support, or enterprise account management.
  • Demonstrated ability to manage complex operations involving multiple teams, functions, shifts, or locations.
  • Proven track record of achieving operational KPIs, service levels, customer satisfaction, and financial targets.
  • Strong experience in client management and senior stakeholder engagement, including handling critical escalations.
  • Excellent analytical and problem-solving skills with the ability to translate operational data into actionable strategies.
  • Strong understanding of workforce planning, productivity management, cost optimization, and operational efficiency.
  • Strong leadership, communication, influencing, and people-management skills.
Responsibilities:
Key Responsibilities
  • Lead and manage large-scale B2C operations with a significant headcount, ensuring smooth and efficient day-to-day service delivery.
  • Oversee multiple Operations Managers, Team Leaders, and frontline teams, providing strategic direction and ensuring strong leadership accountability.
  • Manage large-scale teams across multiple functions, shifts, or business units, ensuring appropriate workforce deployment and operational coverage.
  • Own key operational metrics including SLA, AHT, CSAT, NPS, productivity, quality, adherence, and service level.
  • Develop and implement operational strategies to improve performance, productivity, efficiency, and customer satisfaction.
  • Monitor business performance through operational dashboards, data analysis, and regular performance reviews.
  • Act as a senior point of contact for B2B clients and stakeholders, managing escalations and maintaining strong business relationships.
  • Lead regular business reviews and present operational performance, challenges, action plans, and improvement initiatives to senior management and clients.
  • Drive continuous improvement, process optimization, automation, and cost-efficiency initiatives across the operation.
  • Work closely with WFM, Quality, Training, HR, Finance, IT, and other support functions to ensure operational excellence.

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