Business Operation Manager, Malaysia

Business Operation Manager, Malaysia page is loaded

Business Operation Manager, Malaysia

Apply locations Malaysia - Local Office time type Full time posted on Posted 30+ Days Ago job requisition id R

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

• Strategic Planning : Develop and execute an operational strategy and business plan for delivering exceptional services, focusing on the unique requirements of the MY market and ensuring alignment with the overall Customer Care Operations Strategy.
• BPO Partner Management : Collaborate with BPO partners to ensure contact center operations meet COPC standards. Conduct performance reviews, capacity planning, and cost / benefit analyses. Evaluate and recommend advanced technologies to optimize productivity, quality, and customer satisfaction.
• Performance Management : Manage and monitor BPO performance to achieve key metrics and standards. Identify and implement opportunities for continuous improvement to enhance operational efficiency.
• Performance Monitoring : Oversee team performance across all levels, taking corrective action to address performance gaps and fostering a culture of accountability and excellence.
• Operational Planning : Develop and maintain comprehensive operating plans focusing on service quality and operational efficiency to achieve company objectives.
• Quality Assurance : Ensure adherence to quality monitoring standards, focusing on metrics such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• T alent Development : Partner with the training team to develop learning initiatives, foster a high-performing contact center workforce, and drive a customer-centric focus across the team.
• Team Leadership : Monitor and coach team members regularly, providing performance evaluations and fostering professional growth in collaboration with the People Ops team.
• Collaboration : Act as a liaison between customer care and key teams such as marketing, copywriting, and product development to ensure a seamless customer experience tailored to the MY market

Requirements

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

About Us

We don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be Southeast Asia’s Leading Travel Platform. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’.

With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations—all to fulfill our users’ travel aspirations so they can enjoy their lives, their way.

Our vision is to enrich people’s life by empowering them in fulfilling their unique travel aspirations, seamlessly.

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