Operation Manager(Mandarin Speaking)

The responsibility of the Operations Manager is for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
Duties and Responsibilities
Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
Establishing and managing relationships with stakeholders
Oversight of team - organizes resources, sets goals, carries out strategy from Executives and client on a day-to-day basis; reporting responsibilities
Responsible for following agreed governance model, escalation & communication plan
To ensure team members achieve agreed standards in relation to their job assignments.
To ensure training of new staff on the corporate policy rules to be adhered to
To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
To monitor and document work schedule of staff and absences.
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
Taking weekly and monthly calls with clients to understand the expectations of the teams and provided updates
Identify and drive continuous improvements and initiatives in process
Coach & mentor Team lead so that they are able to manage their teams better
Hiring leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
To ensure that all internal customer queries are followed up on a timely basis
Hiring Requirements
Candidate must have bachelor's degree in operations management or related field.
At least 04 years of professional experience in Operation Management/Customer Service in Call Center
Exvellent in communication English B2 and Mandarin HSK 5
Must possess effective communication skills (written and verbal)
Flexible 24/7 environment
Ability to work under pressure
Corporate and process mind
Excellent communication and quality orientation