Call Centre Senior Operation Manager

Role Description

This is a full-time on-site role for a Senior Operation Manager (SOM), located in Johor, Medini 9. The SOM will lead and oversee daily operations, manage team performance, and ensure adherence to service level agreements. This role is responsible for managing team performance, ensuring adherence to service level agreements, and driving strategies to improve customer satisfaction.

Qualifications

• Proven leadership and experience managing high-performing teams
• Strong knowledge of call center/customer service operations and performance metrics
• Skilled in strategy, problem-solving, and process improvement
• Proficient with CRM tools and reporting
• Prior experience in a senior operations/management role
• Fluent in English and Mandarin or Cantonese (read,speak,write)

Key Responsibilities:

• Manage staffing, scheduling, and team performance
• Monitor KPIs and implement strategies to meet organizational goals
• Resolve escalated issues and ensure smooth operations
• Train and mentor team members to enhance skills and optimize workflows