Job Description

Role Summary The key objective is to improve operational efficiencies to achieve objectives of the department. To bring a strong project management and analytical acumen coupled with market place knowledge and a high level of operational savvy. Operation Manager will be responsible to strategize, manage and execute day to day contact centre operations. Driven personality, strong leadership, disciplined work habits, and attention to details will be the key to the role. Job Responsibility Achieve and manage operational efficiencies and cost savings through the development and deployment of systems, tools and workflows Lead multi lingual customer contact center operations To drive employee morale, to lead and manage a team including building strong partnerships with other business unit Manage the daily running of the assigned department, effective resource planning and implementing relevant strategies to meet department goals and targets Setting and driving key service metrics and operational performance index (KPI). Lead and mentor team to achieve KPIs Support and optimize management tools Provide the team and the senior management with regular, constructive and relevant feedback Strong analytical skills to develop reporting and systems for internal use Share and seek out best practices and knowledge Collaborate with local and regional teams to understand the root cause of performance challenges and drive a philosophy of continuous business improvement Understand the evolution of business and match it with good work force management program Improve employee retention and build a sustainable workforce pipeline Ensure employee satisfaction by creating rewards and recognition programs, establishing strong connections with the team and utilizing effective communication to rally the team to work towards a single goal Job Requirements Minimum 5 years of experience in Operation with a minimum of 3 years managerial experience Bachelor\'s degree required Required Language - verbal and written in English and Chinese (Mandarin/Cantonese) will be an added advantage. Experienced in managing E-Commerce and/or Travel industry Experience of managing a large, multicultural operations team An Organized and structured approach to complex problem Self-motivated with the ability to work remotely and under pressure, assertive team player with high energy to work in a fast-paced environment and excellent analytical skills A strong sense of urgency and ability to react fast upon emergencies Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.) A start-up attitude - highly collaborative with an entrepreneurial, roll-up-your sleeves attitude Globally-minded and comfortable working with people from different cultural background and in different time zones Dear Candidate, as part of our recruitment process, you`ll receive a link begin your journey with Webhelp upon applying for this role. Please check your email.

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