Lowongan Kerja Operations Manager di PT Manpower Business Solutions Indonesia | Karir.com
Logo manpowergroup
Operations Manager
IDR 14.000.000 - 20.000.000
  • Prov. DKI-Jakarta
  • Sumber Daya Manusia
  • Setidaknya 7 tahun
  • Manajer - Departemen
  • Sarjana/S1, Master/S2
Description

 Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction 

 Establishing and managing relationship 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 from the teams and provided updates 

 Ensure that all audit related issues are brought to a close

 Identify and drive continuous improvements and initiatives in process

 Coach & mentor Team lead so that they are able to manage their teams better

 Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management 

 Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs. 

 To ensure that all internal customer queries are followed up on a timely basis

 Collaborate with internal teams

 To be the Key contact for all problems and queries with specific business assigned.

Requirements

 7 years+ of operations experience within a BPO/ Contact Centre 

 Successful track record in growing and managing teams, with ability to select, attract, motivate, retain, and develop team members 

 Successful track record of scaling operations, improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. 

 Experience with a matrix driven global organization.

 Proven track record of building strong relationships with stakeholders

 Strong internal client-facing skills with excellent communication, negotiation and conflict management skills 

 Green belt certification would be highly desirable

 Action Oriented, Integrity and Trust, Perseverance

 Command Skills, Problem Solving, Drive for results, Standing along and Directing Others

 Managing & measuring work

 Ability to handle pressure

 Problem solving, analytical and data entry mastery

 Excellent verbal and written communications skills both in Native and English Language

 Strong external and management reporting skills

 Graduate in any discipline

 Analytical acumen and the ability to streamline complex processes

 Excellent English communication and the ability to deal with global customers and Stakeholders

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