Deskripsi Pekerjaan
Join E-Solutions Inc as a Deputy Manager – Operations and drive excellence in our dynamic call center environment. In this pivotal role, you'll lead cross-functional teams to optimize operational workflows, enhance service delivery, and achieve key performance indicators. You'll be instrumental in implementing continuous improvement initiatives, ensuring seamless day-to-day operations while maintaining exceptional customer satisfaction standards. This position offers the opportunity to shape operational strategies, mentor team members, and contribute to organizational growth in a fast-paced BPO setting. If you're a results-driven leader with a passion for operational excellence and team development, we invite you to apply and make a significant impact on our service delivery ecosystem.
Tanggung Jawab
- Oversee daily operational activities and ensure compliance with service level agreements
- Lead, mentor, and develop high-performing teams through performance coaching and feedback
- Monitor and drive KPIs including call handling times, resolution rates, and customer satisfaction metrics
- Implement process improvements to enhance operational efficiency and reduce costs
- Collaborate with quality assurance teams to maintain service standards and address escalations
- Analyze operational data to identify trends and recommend strategic adjustments
- Facilitate cross-functional coordination with support departments
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3 years of experience in operations management, preferably in BPO or call centers
- Proven track record in team leadership and performance management
- Strong analytical skills with proficiency in data-driven decision making
- Excellent communication and interpersonal abilities
- Certification in Six Sigma or project management is advantageous
- Ability to thrive in fast-paced environments and manage multiple priorities