Strategic Operations Director

2 weeks ago

Singapore beBeeoperations Full time $90,000 - $120,000

Job Description

  • We are seeking an experienced Strategic Operations Director to lead our day-to-day operations and drive team success. The successful candidate will have a proven track record in strategy implementation, people management, and customer relationship management.

  • The role involves conducting regular transaction monitoring, collaborating with the quality team to review calls for quality assurance, coaching, and training purposes. You will also identify gaps in staff competency and weaknesses, ensuring follow-up actions are in place to address these areas.

  • You will be responsible for delegating workflow to Team Leaders, forecasting and addressing operational needs effectively. Additionally, you will generate daily, weekly, and monthly Operational Health reports for senior leadership.

  • The Strategic Operations Director will plan, forecast, implement, and monitor assigned campaigns to ensure their successful execution. This includes maintaining adherence to all standards and procedures, ensuring a seamless operation.

  • Liaising with clients to resolve campaign-related issues and align objectives is another key responsibility. You will compile and send monthly campaign performance reports to stakeholders and present relevant weekly operational health data to senior leadership.

  • The role also involves approving annual leaves for respective CSOs and Team Leaders, conducting daily huddles to cascade timely information to all CSOs, and attending ad-hoc Train the Trainer sessions for new campaigns.

Requirements:

  • Minimum Degree holder with at least 2 years of relevant experience.

  • At least 2 years of proven experience in people management, customer relationship management, and project management.

  • Effective communication and engagement skills to interact with senior leadership, peers, staff, customers, and other stakeholders.

  • Good knowledge of Contact Centre Management tools and technology.

  • Preferably Mandarin speaking to handle Mandarin speaking clientele.

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