Senior Operations Manager - Contact Center

Foundever; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global leader in customer experience solutions is seeking a Senior Operations Manager in Kuala Lumpur. This role is crucial for overseeing operations, managing client relationships, and ensuring teams achieve productivity goals. The ideal candidate will have 4 to 8 years of experience, including 3 years in a leadership position. A four-year degree in Business Management is required. This position offers a dynamic work environment with opportunities for improvement and innovation.

Qualifications

• 4-8 years of directly related experience, including 3 or more years of supervisory and leadership experience.
• Strong understanding of operational systems and customer satisfaction.

Responsibilities

• Oversee operations ensuring all divisions are aligned.
• Manage relationships with client organizations and negotiate service levels.
• Plan and administer the division’s budget, monitor costs, and analyze variances.

Skills

Leadership

Operational management

Client relationship management

Budget administration

Education

Four-year college degree in Business Management/Administration

Job description

Senior Operations Manager - Contact Center

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

This position is primarily accountable for establishing and maintaining a sound operational system that is based on client needs and continuous improvement in order to effectively maximize customer satisfaction, revenue, and maintain competitive edge.

Responsibilities

• Oversees the conduct of the whole operations to ensure that all divisions are synergized and aligned.
• Responsible for the ongoing relationship management with client organization. This relationship is driven by very specific metrics for performance and cost.
• Responsible for communication with Executive Teams at Foundever and Clients on progress, issues, and costs.
• Deals with pricing and contract negotiations and other cost issues that pertain to the operations in general.
• Manages and designs quality and productivity programs for the division in order to build awareness among its team members under the light of continuous improvement.
• Accounts for a systematic, standardized, and updated process across all division.
• Ensures effective implementation of all programs under the end-to-end requirement of the client.
• Formulates region-wide goals and action plans according to the strategic directions of Foundever.
• Proactively look for ways to increase efficiency through process improvements and new ways of performing tasks.
• Plans and administers the division’s budget to monitor cost and analyze variances.
• Supervises and motivates the team to ensure an acceptable level of productivity.
• Attends seminars and conferences and does waterfall training to Account managers.
• Meet with client teams on a regular basis to negotiate service levels and staffing levels to meet customer needs.
• Responsible for the training and development of direct reports to ensure continuous progress for us to deliver quality and excellence in our service to the client.

Requirements

• 4-8 years of directly related experience, including 3 or more years of supervisory and leadership experience.
• Four-year college degree in Business Management/Administration or equivalent combination of education and directly related experience.