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Operations Manager Job in Malaysia
Datacom , Malaysia

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1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Apr 6, 2021
Last Date
Jul 6, 2021

Job Description

Role Overview and Objectives

The role of the Operations manager is to be responsible and accountable for the overall business operation and managing the team performance to meet and exceed measurement target set.

The core objectives and responsibilities of the Operations Manager includes:

  • Responsible for the overall performance of the team with a strong focus on agents’ performance
  • Supply all required knowledge on an adhoc and structured basis
  • Monitoring and managing for performance of all KPI's including Customer Satisfaction Survey and SLA metrics
  • Providing training, coaching and expert advice to the team members
  • Analysing data from multiple sources he/she will find areas in need of improvement and provides this through process improvement and staff management

The Operations manager is responsible for:

Operations management

  • Plan, coordinate operation requirements
  • Manage and coordinate resources and operational issues.
  • Plan, execute programs and monitor operation performance.
  • Adjusting / improving operational processes to meet the dynamic needs of the Client
  • Ensuring that functional supplies are plenty and liaising with relevant stakeholders
  • Equipment is available for agents
  • Telephony functionality is available
  • Client engagement
  • Execute top management directives and complying with client’s requirements.
  • Client Management-Building strong relationships and daily open communication
  • Conduct weekly/monthly/quarterly review to update client on team performance.
  • Manage issues and/or complaints raised by clients. To ensure they are either addressed or escalated to the appropriate level, whilst ensuring follow through in all escalations
  • Create action plan based on root cause analysis and follow it through deployment

  • KPI achievement
  • Drive and ensuring team performance meet and exceed contractual agreement.
  • Ensure that support staffs are suitably qualified with adequate knowledge.
  • Continuous proactive evaluation and improvement of performance metrics and processes

  • Team Management
  • Manage issues support staffs. To ensure they are either addressed or escalated to the appropriate level.
  • Resource management; E.g.Leaves, MC, lunch schedule and etc.
  • Conduct weekly session with team to obtain feedback.
  • Manage staff development. Conduct staff reviews and One on Ones. Participate in team motivation and building of team morale.
  • Manage, motivate and develop agent skills to improve performance by reducing attrition, unscheduled leave.
  • Supporting and developing the Team Leaders as well as ensuring the safety and wellbeing of all agents
  • Coaching, motivating, and developing people with the goal to improve performance, reduce attrition and unscheduled leave, increase employee engagement, and build succession


  • Provides Improvement Action Plans, Feedback and reports.
  • Reviews daily, weekly, monthly and quarterly operational reports
  • Manage team readiness by communicating policies amp; procedures to the team
  • Understanding of Core CBC concepts and capabilities
  • Analytical skills to identify problems before they occur, determine the root cause and develop and deploy a solution
  • Manage and motivate team
  • Client Management
  • Financial Management
  • Business Management
  • Previous experience as a an engineer or delivery manager
  • Experience supervising business operations

Job Specification


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