Job Description

As an Operations Manager you will be responsible for leading different teams of Customer Service Representatives to better performance and improve service quality. You will assist in establishing call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call centre data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

JOB QUALIFICATIONS:

• Strong statistical/analytical skills, effective verbal and written communication skills, ability to collaborate, build consensus and network with internal departments and external business partners, ability to identify and implement process enhancements and have a strong work ethic and focus on delivering results.
• Excellent verbal and written communication skills and the ability to communicate and influence at various levels within the organization.
• Ability to work overnight and weekends
• Bachelor's degree in any field of study
• 3-5 years call center managerial experience with at least 2 managing and developing people and processes.
• Must have supervised at least 50+ FTEs
• Mandarin and English fluency is a must.
• Early Morning Shift

• Responsible for selecting, training, developing and managing performance of direct reports; providing prompt and objective coaching and counseling and coordinating, planning and assigning work for staff in accordance with the company's goals and objectives.
• Analyze performance results and implement departmental improvements according to company and objectives.
• Plan for upcoming organizational needs and implement strategies in a proactive manner.
• Work with support departments to ensure staffing strategies are effectively executed.
• Review performance of the team members and oversee training and development opportunities.
• Other duties as assigned.

• To be discussed in the Job Offer