Customer Service - Operations Manager

Shopee

Manila, Philippines

17h ago

Job Description :

Analyze and maintain all Customer Service KPIs and implement improvement plans as needed

Selecting, training, developing and managing performance of direct reports and their analysts; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements

Manage and review operations reports

Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;

define and implement any corrective actions needed to meet operational performance

Manage the performance of a team of customer service analysts

Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

Participate in cross-functional meetings to review information received from other operational functions and partner with other departments to define action plans that resolve issues and drive continuous improvement

Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction and development

Operations responsibility includes managing the incoming volume / queues to meet KPIs and taking appropriate actions (breach adherence, arranging for overtime, etc.)

Communicate performance related indicators to the team and management through relevant and timely reports

Coordinate amongst the team and build relationships. Manage the team effectively and become a successful coordinator between the assigned team and internal / external customers

Participate in all front-line activities to maintain / enhance knowledge of the product

Keep a check on attrition and absenteeism

Performs other similar and related duties as required or directed

Requirements :

Candidate must possess at least a Bachelor’s / College Degree in any field

Candidate should have at least 3-5 years of experience as an Operations Manager / Assistant Manager

Must have excellent communication skills both spoken and written

Good working knowledge of MS Office

Should display deep knowledge in the principles of operations management, coaching and counselling

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