Operations Manager

15 hours ago

GTB Nager, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 15,00,000

Job Summary:

We are seeking a dynamic and experienced Team Leader to lead our operations team in Malaysia.

This role is ideal for seasoned professionals with strong leadership skills and expertise in managing high-performing teams.

As a Team Leader, you will play a key role in driving performance excellence, ensuring quality support for one of the world's leading social media platforms.

Essential Functions/Core Responsibilities
  • Supervise a group of call center associates, monitoring work and attendance in accordance with organization policy and applicable legal requirements.
  • Coach direct reports on their performance regularly to ensure performance metrics are achieved at a minimum weekly.
  • Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
  • Ensure service delivered to customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
  • Stay current on internal work processes, policies, and procedures. Attend required manager development training.
  • Promote organizational values through behavior and attitude, including being an advocate for team members.

Candidate Profile
  • An associate's degree in a related field with two to four years of relevant experience preferred.
  • A highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Ability to work well under pressure and follow through on items to completion.
  • Strong communication skills, both written and verbal.
  • Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverable.
  • Ability to mentor, coach, and provide direction to a team of employees.
  • Willingness to work a flexible schedule.

Career Level Description

Receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized lines of business. Decisions are guided by policies, procedures, and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and providing regular feedback. Typically, does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple but closely related tasks.

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