Operation Manager English (Thai or Melayu or Vietnam language)

JOB DESCRIPTION

1. Act as the point of contact in managing and leading conversations with client contacts to optimize business outcomes and ensure client satisfaction, maintain a win-win and mutual trust relationship with clients, look for clients real or deep needs, anticipate client needs, and provide added value to clients;

2. Achieve the clients operating goals, be able to monitor and improve KPI, provide timely analysis and business feedback on unachieved KPIs, support, coach, and enable the team to drive delivery excellence through customer satisfaction activities (conditions of satisfaction) and behaviors within the latitude of established company policies；

3. Hands-on-management of day-to-day operations. Analyze workflow and assignments to ensure efficient and cost-effective operations; develop/implement process and service improvements as needed;

4. Provide business operation reports from internal and client requirements including but not limited to monthly/quarterly/annually report, and summarize and report the overall project situation;

5. Extract and provide feedback on user voices and service plan optimization suggestions, propose business or process improvement suggestions, and assist clients to jointly improve user experience；

6. For processes that undergo significant changes, evaluate, improve and reduce the changes to an acceptable level, and reasonably adjust operations to business changes；

7. Ensure the normal operation of the project, manage the turnover rate, meet recruitment requirements, maintain the stability of existing team members, plan and implement employee development, retention, motivation, backup plan and other related mechanisms and measures within the team；

8. To balance operational optimization needs and long-term strategic thinking, collaborate cross-team to coordinate resources among various departments to complete delivery tasks;

REQUIREMENT

1. Bachelor Degree or above；

2. Strong analytical skills with native Indonesian language, excellent communication skills in English and Vietnamese or Thai or Malay；

3. Minimum five (5) years of experience in a contact center environment with demonstrated successful delivery of complex projects and programs (team size of more than 80 people), including Client Relationship Management, Team Management and Financial Management；

4. High level of Competency in Analytical Problem Solving, Client/Partner Relationships, Project Management, and Strategic Insight，Strong Leadership，High degree of communication and negotiation skills at all levels，Collaborative Influence，Teambuilding and Networking，Relationship Management and Business Management；

5. Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization;

6. Able to deliver under pressure, entrepreneurial and results driven;

7. Experience in serving Chinese companies is preferred；

8. Able to accept flexible working hours；Demonstrates strong commitment to responsibilities and is willing to go the extra miles and hours, especially during peak periods;

9. Strong Microsoft Office skills (Excel and PPT);

10. Highly adaptable to changes in processes and procedures which able to remain effective under pressure.

Information :

• Company : PT Indotel Maju Bersama
• Position : Operation Manager English (Thai or Melayu or Vietnam language)
• Location : Yogyakarta
• Country : ID