Senior Associate Operations Manager, Customer Care Operations

We are looking for a Senior Associate Operations Manager to develop and implement an operational strategy and business plan for delivering exceptional services to customers. The ideal candidate will have a minimum of 5 years of experience in operations management, preferably in a customer service or contact center environment.

Requirements

• Minimum bachelor’s degree in any major from Top University. Science, Technology, Engineering, Mathematics and Management is preferred.
• Proficient Knowledge in Customer Satisfaction Management, related business Industry (airlines, hotel, travel agents)
• Experience in managing BPO performance
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driver decisions
• Strong strategic planning and execution skills.
• Excellent Knowledge in Service or Complaint & Recovery Management or Sales & Marketing Basic knowledge
• Strong writing, communication, presentation, negotiation and analytical skills
• Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.
• COPC literate, COPC certified will be an advantage
• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e,g : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc
• Minimum of 5 years of experience in operations management, preferably in a customer service or contact center environment.
• Experience working with premium or VIP customers is highly desirable.
• Demonstrated leadership experience, including leading and developing high-performing teams.
• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.

Benefits

• Fun work environment
• Opportunities for professional development and growth
• Competitive salary and benefits