
Operations Team Manager
1 week ago
We are currently seeking an experienced Operations Team Manager to lead our team in achieving operational excellence. The ideal candidate will have a strong background in customer service, with excellent verbal and written communication skills.
The successful candidate will be responsible for managing a team of agents, ensuring high levels of customer satisfaction and service quality. This includes overseeing key performance indicators (KPIs) such as Average Handling Time (AHT), shrinkage, attrition, and Customer Satisfaction (CSAT). Additionally, the candidate will develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.
The Operations Team Manager will also collaborate with other teams to resolve issues related to rostering, contact center operations, BPO operations, call center operations, and team handling. Furthermore, the candidate will ensure compliance with company policies and procedures while driving business growth through innovative solutions.
Required Skills and Qualifications
- Customer Service, Customer Support, and Customer Service Management skills
- Experience in achieving and maintaining high levels of customer satisfaction
- Excellent verbal and written communication skills
- Experienced in banking, anti-money laundering (AML), money laundering (ML), and Know Your Customer (KYC)
Benefits
This role offers a 5-day working week with 2 rotational week offs, making it an attractive option for those seeking a better work-life balance.
Other Information
Candidates who meet the requirements can apply for this position by connecting with us for further details.
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