Operation Manager (BPO)

• Manage the day-to-day operations of customer service projects and call centre activities to ensure smooth and efficient project execution.
• Lead project planning, client communication, role allocation, manpower planning and overall resource management.
• Drive continuous process improvement to optimise manpower utilisation, improve operational efficiency and reduce operating costs.
• Conduct staff training, coaching and performance evaluations to enhance overall team productivity and performance.
• Develop and implement operational strategies to improve team efficiency, service quality and overall business performance.
• Analyse operational data, including CMS reports, KPI performance and other relevant business data, and provide practical recommendations for improvement.
• Work closely with cross-functional teams to ensure operational objectives are aligned with the company's overall business strategy.
• Participate in solution design, business proposals and client presentations, demonstrating strong project management, operational planning and problem-solving capabilities.
• Manage key client and brand principal (Principal / Client-side) relationships to ensure effective communication, smooth project implementation and successful service delivery.
• Possess strong frontline business experience, including hands-on telesales experience, with proven progression from frontline sales/operations roles into an operations management position.
• Lead and manage both sales and operations teams, working closely with brand owners / Principals to achieve business targets and key performance indicators (KPIs).
• Set, monitor and review sales targets to ensure the team meets or exceeds revenue, conversion rate and other key performance targets.
• Monitor the overall performance of sales and operations teams, including outlet/channel sales, sales performance, ageing and collection results.

Job Requirements

• Prior experience in telesales, telemarketing, customer service or sales is an added advantage.

• Minimum 3–5 years of experience in call centre or customer service operations, with at least 3 years in a managerial or leadership role.

• Proven experience in managing large teams, with strong knowledge of BPO, call centre and customer service operations.

• Strong experience in solution design, operational planning and project planning.

• Familiar with key call centre metrics, workforce scheduling, manpower planning, CMS reporting and KPI analysis.

• Proven experience in cost control, process optimisation and improving overall operational efficiency.

• Strong business acumen with strategic thinking and a data-driven approach to decision-making.

• Excellent leadership, communication, problem-solving and stakeholder management skills.

• Must be able to speak, read and write Mandarin to communicate effectively with China-based teams and clients.

• Results-oriented leader with the ability to effectively manage and lead both sales and operations teams while consistently monitoring business performance.