Manager- Operations
(Edexcel,Cyberjaya)
The Position :-
· As an Operations Manager, your key role is to manage the contact centre with the key responsibilities of achieving daily service levels, operational and quality targets.
The Responsibilities :-
· Ensure that at all times the contact centre operates within pre-defined budgets and that any discrepancies that might impact budget are highlighted immediately to senior management for further action.
· Actively measure the performance of your team and ensure that all action points and deliverables are met within the agreed time frames .
· To work very closely with your peers to ensure that at all times the contact centre is performing in line with industry world class standards
· Implementation of a quality system, accurately measuring all processes that impact customer satisfaction and ensure that any gaps identified are addressed quickly and efficiently.
· To act in a mentoring role, coaching your team with the overall responsibility for their ongoing development and improvement.
· Develop, plan and initiate short term and long term motivational activities for all operational staff.
· Implement incentive and recognition programmes to improve performance and reward results.
· Keep abreast of all Company’s activities and projects status and provide feedback to ensure all staff are well –informed.
The Requirements :-
· Degree, Diploma or an equivalent professional qualification.
· Good command of written and spoken English.
· Minimum of 12 months at the Assistant Manager – Operations /Manager-Operations level.
· Excellent disciplinary and performance track record.
· Supportive of company-wide goals and objectives, delivering departmental / team results and key objectives.
· Display excellent communication, problem solving and people skills.
· Display excellent management skills in planning, organizing, leading and controlling a team.
· Must be independent , self-motivated, with a strong sense of initiative and accountability.
· Possess ability to prioritize ; have a good sense of judgment and display an aptitude for sound decision making.
Interested applicants are invited to fill up the Internal Application Form on SCINET.
The completed forms are to be submitted to the Line Manager / Operations Manager for their recommendations.
All completed applications are to be submitted to Judy (recruitment unit ).
CLOSING DATE :- 10th October 2014