Operations Manager

4 days ago

Paya Lebar East, Singapore Agape Connecting People Pte Ltd Full time

Job Description & Requirements:

  • Responsible for day-to-day operations, training and management of teams to achieve targeted Service Levels
  • Conducts regular transaction monitoring and liaise with the Quality team to review calls for the purposes of quality assurance, coaching and training
  • Ensure that follow-up actions are in place to address any gaps in staff competency and weaknesses
  • In charge of delegating workflow to Team Leaders and ensure operational needs are forecasted and addressed adequately
  • Generate daily, weekly and monthly Operational Health reports to Head of Operations
  • To do planning, forecasting, implementing and monitoring of assigned campaigns
  • Ensures all standards and procedures are followed and maintained
  • Liaise with clients whenever necessary to align campaign-related issues
  • Collate and send monthly campaign performance reports to clients and Agape management
  • Collate and present relevant weekly operational health data to Head of Operations and provide suggestions to address operational gaps as well as forecasted load.
  • Responsible for approving annual leaves of respective CSOs and Team Leaders
  • Prepare and conduct daily huddles to cascade timely information to all CSOs
  • Attend ad-hoc Train the Trainer sessions whenever new campaigns are onboarded and must be able to transfer relevant information to CSOs via product training sessions
  • Other ad hoc duties as assigned.

Requirements:

  • Min. 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.
  • Ability to effectively communicate and engage with senior leadership, peers, staff, customers and other stakeholders.
  • Good knowledge of Contact Centre Management tools and technology.
  • Preferably Mandarin speaking to deal / correspond with Mandarin speaking clientele.

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