Operation Manager Chinese

Duties and Responsibilities Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction Establishing and managing relationships 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 of the teams and provided updates Identify and drive continuous improvements and initiatives in process Coach & mentor Team lead so that they are able to manage their teams better Hiring leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management To ensure that all internal customer queries are followed up on a timely basis Hiring Requirements Candidate must have bachelor’s degree in operations management or related field. At least 04 years of professional experience in Operation Management/Customer Service in Call Center Must possess effective communication skills (written and verbal) Flexible 24/7 environment Ability to work under pressure Corporate and process mind Excellent communication and quality orientation

Skills: Resource Allocation, Performance Management, Key Performance Indicators (KPI), Project Management, Process Improvement, Operations Management, Operational Strategy, Business Process Optimization, Teamwork, Data Analysis