Job Title
Operation Manager
Job Description Summary
Reporting to the Deputy Director, the position will include representing our organization and liaising directly with the end clients. You should also be comfortable in a fast-paced, and highly dynamic environment.
To lead and manage a group of Operation Executives in ensuring high standards of services provided to their customer.
Job Description
About the Role:
- Ensure service standards and quality are met and exceeded. This is done through close monitoring of the team and service performance.
- Involve in manpower issues such as staff development, performance management and employee grievances.
- Ability to identify training needs, advise, plan and organize and follow up training programs in order to increase staff know-how and performance.
- Through training and coaching. to facilitate cross team learning and knowledge sharing.
- Develop knowledge module for each service and products.
- Perform call calibration session on a regular basis with the Customer Contact Officers to ensure that there is standardization and consistency in the service performance.
- Ensure projects/campaigns are tracked and measured based on agreed KPIs and media efficiencies.
- Operational knowledge and hands on campaign implementation required.
- Hold and chair meetings internally and externally.
- Be responsible for new project roll outs.
- Direct point of contact for operational needs.
- The ability to align with clients on new planning approaches and innovations.
- Be part of the team in preparations and negotiations of business opportunities.
- Have a keen understanding of the industry, trends and market position.
- To support, or conduct presentations to clients and prospects, across different platforms.
- Through data analysis, to suggest viable business objectives, KPIs, and recommendations/develop measurement methodology.
- Develop and build relationships with clients, be the trusted advisor on project requirements.
- Work with both internal and external stakeholders.
- Build team cohesion.
- Knowledge of Power BI will be an added advantage.
About You:
- Minimum Degree holder in any disciplinary.
- Minimum 5 years Supervisory level in a contact center environment.
- Familiar with contact center system standards and reports.
- Good interpersonal skills and good business writing skills.
- Preference will be given to those who are technically savvy.
- Experience in a BPO will be an advantage.
Why join Cushman & Wakefield?
As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;
- Being part of a growing global company;
- Career development and a promote from within culture;
- An organisation committed to Diversity and Inclusion
We're committed to providing work-life balance for our people in an inclusive, rewarding environment.
We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.
We have a vision of the future, where people simply belong.
That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status. We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.
INCO: “Cushman & Wakefield”
