Head of Operations
1 week ago
Full spectrum of helming a Contact Centre
- Oversee, lead and manage daily operations of our contact centre across multiple channels.
- Plan, develop and implement strategies to improve service quality, efficiency, productivity and customer satisfaction.
- Formulate, drive and achieve performance against KPIs such as service levels, customer satisfaction, and operational costs.
- Identify, lead, coach, and develop managers and teams to achieve high performance and engagement.
- Analyze data and operational metrics to identify trends, solve problems, and drive improvements.
- Oversee workforce planning, resource allocation, and budget management.
- Strategic and operational alliance reporting to Management, HR and other internal stakeholders
- Responsible for overall smooth running and success of the contact centre’s various campaigns / contracts
- Coordinate with and manage clientele, authorities and external stakeholders
- Champion a rational customer-first culture and continuous improvement initiatives.
**Requirements**:
- Bachelor’s degree in Communications, Services, Business, Management, or any other fields
- At least 5 to 8 years’ leadership experience in a contact centre environment.
- Proven track record in managing sizeable teams and complex operations.
- Strong analytical, interpersonal, problem-solving, and decision-making skills.
- Excellent communication and stakeholder liaison and management abilities.
- Preferably conversant in Mandarin and Chinese dialects to holistically handle linguistic requirements of certain campaigns
- Highly proficient with contact centre systems and analytics, tools.
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