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全职 Operation Manager - Eng - KL 工作, 薪水, TP Federal Territory 公司招聘中 - Ricebowl

Operation Manager - Eng - KL

TP

全职

KL City, Federal Territory

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工作地点

  • Kuala Lumpur Federal Territory Malaysia

职位描述

岗位职责

Qualifications

  • Bachelor's Degree in Business Administration, Management, Operations, or a related field.
  • 5–8 years of experience in BPO, contact center, customer service, or operations management.
  • Proven experience managing large-scale teams and multiple Team Leaders.
  • Strong experience in managing operational KPIs and service delivery.
  • Demonstrated experience in client and stakeholder management.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent leadership, communication, and presentation skills.
  • Strong understanding of workforce planning, quality, training, and performance management.
  • Proficient in Microsoft Office, particularly Excel and PowerPoint.
  • Ability to work in a fast-paced, target-driven environment.

Responsibilities

Operations Management
  • Manage and oversee day-to-day operations to ensure smooth and efficient service delivery.
  • Lead and manage large-scale operational teams, including Team Leaders and frontline employees.
  • Establish operational goals, KPIs, and performance targets aligned with business objectives.
  • Monitor key performance indicators including productivity, SLA, CSAT, AHT, FCR, quality, attendance, and service level.
  • Ensure operational processes, policies, and procedures are consistently followed.
  • Identify operational gaps and implement corrective actions to improve performance.
People Management
  • Lead, coach, and develop Team Leaders and operational teams to achieve business objectives.
  • Drive employee engagement, performance management, retention, and succession planning.
  • Conduct regular performance reviews and establish development plans for high-potential employees.
  • Build a strong leadership pipeline and promote a performance-driven culture.
  • Work closely with Workforce Management, Training, Quality, HR, and Recruitment teams to ensure appropriate staffing and capability.
Client & Stakeholder Management
  • Serve as a key point of contact for clients and internal stakeholders.
  • Build and maintain strong client relationships through regular business reviews and performance discussions.
  • Present operational performance, trends, challenges, and improvement plans to senior management and clients.
  • Manage client expectations and ensure service delivery meets contractual and business requirements.
  • Support business reviews, account governance meetings, and operational planning.

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