Operation Manager

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 correctiv...