Operations

• Benchmark client's competitors and provide better solutions to clients and customers.
• Able to upsell/cross-sell to the clients to enrich the business features which can add value to their in-house business strategies.

Team Development

• Always seek ways to develop the performances of the supervisors and direct reports through upskilling initiatives.
• Able to control the pace and direction of an initiative for operational improvements and sustainability.

Client Relationship

• Reflect good understanding of customer needs and client’s business to ensure the business solutions are matched.
• Able to propose new services/business propositions based on client business plans to contribute to client business expansion.

Business Planning

• Able to plan and maximize team performances within the budget allocated.
• Drive the approaches and strategies towards realizing the business plan.

Daily Responsibilities

• Develop and improve coaching skills of all leaders.
• Manage escalated transactions from clients, customers, and team members.
• Review, plan, and update leave requests from all levels.

Weekly / Monthly / Quarterly / Annually

• Update team members on process and policy changes rolled out by the client.
• Participate in/organize weekly meetings on project updates.
• Complete reporting needs such as Operations Health Check, EWS Process & its Analysis, etc.
• Able to compute profit and loss of the project.
• Address and manage attrition consistently and continuously discuss progress and ways to improve with Operations.

Others

• Always seek ways to have discussions on Probationary Scorecard, Operational Policies, setting of expectations, etc., for further improvements.
• Prepare, develop, and present project performances to the client.

Required Experience

• Bachelor’s degree in any field.
• Minimum of 3 years of work experience in a similar or related role.
• Experience in the multinational BPO / Call Center industry is preferred.
• Six Sigma certification is an advantage.