Operations Manager (远程客服运营经理）

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This range is provided by Stellar Blue. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

NT$600,000.00 / yr - NT$1,080,000.00 / yr

We are a startup company specializing in software development, dedicated to providing clients with comprehensive solutions in system development, marketing services, and operations management. We have established a strong presence across diverse industries, including finance, manufacturing, advertising, retail, gaming, and cryptocurrency. With a global client network, we strive to be the most trusted partner for our clients. By leveraging our all-round capabilities in development, operations, and marketing, along with professional expertise and extensive experience, we help clients achieve efficient systems, stable operations, and precise marketing.

Role

• 运营管理：监督客服团队的日常运营，确保服务交付高效、合规，并提升客户满意度。
• 流程优化：制定并实施标准操作流程（SOP），特别是验证流程（如年龄或内容审核），提升效率，减少错误率。
• 工作分配与交接：协调任务分配（如2天内完成交接），确保流程顺畅、无缝衔接。
• 团队管理：负责招聘、培训与指导客服团队，提升整体绩效，营造积极的团队文化。
• 预算与资源管理：管理运营预算，优化人力与技术资源配置（如CRM工具），提升成本效益。
• 绩效监控：跟踪关键绩效指标（KPI），如响应时间、对话量与客户满意度，并依据数据持续优化服务策略。
• 合规管理：确保运营流程符合相关劳动法规及公司政策，包括验证审核标准、内容合规性等。
• Operations Management : Oversee the daily operations of the customer support team, ensuring efficient and compliant service delivery while improving customer satisfaction.
• Process Optimization : Develop and implement standard operating procedures (SOPs), especially for verification processes (e.g., age or content checks), to improve efficiency and reduce errors.
• Task Assignment & Handover : Coordinate task allocation and ensure smooth handovers (e.g., within 2 days), maintaining seamless operational flow.
• Team Leadership : Responsible for recruiting, training, and mentoring the customer support team to enhance overall performance and foster a positive team culture.
• Budget & Resource Management : Manage operational budgets and optimize the allocation of manpower and technical resources (e.g., CRM tools) for better cost efficiency.
• Performance Monitoring : Track key performance indicators (KPIs) such as response time, conversation volume, and customer satisfaction. Use data insights to develop continuous improvement strategies.
• Compliance Oversight : Ensure all operations adhere to local labor laws and internal company policies, including verification and content moderation standards.

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Note : This job description reflects information current at the time of posting. Referrals may increase visibility for interviewing.

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