Talent.com
This job offer is not available in your country.
Operation Assistant Manager

Operation Assistant Manager

TPBayan Lepas, Pulau Pinang, Malaysia
5 hours ago
Job description

Qualifications :

Team Leads shall meet or have the following education, work experience and other

recommended requirements :

  • 3 + years experience at handling customers within service / technical fields.
  • Fluent, have acceptable accents, and speak clearly and understandably in each of

the language(s) in which the Services are provided, as well as in English where

required as a second language for the provision of Services.

  • Ability to explain what's driving their teams' performance in a concise and data

    • driven way.

  • Ability to identify and grow talent, lead, motivate and coach direct reports.
  • Proven ability to identify training needs and support development of programs.
  • High level of integrity as demonstrated personally and professionally.
  • Proven ability and passion to coach in one-on-one and also in a team setting with a

    • clear data driven approach and tangible output for agents to improve.

  • Outstanding customer service skills.
  • Excellent written and verbal communication skills. Comfort communicating with all

    • levels of management and able to adjust messaging to different target audiences

    with to-the-point communication.

  • Excellent organizational skills and detail-oriented approach to problem solving
  • Demonstrated proficiency in multi-tasking and prioritization.
  • Clearly demonstrated passion for ensuring the success of Facebook's culture of

    • excellence and commitment to quality and customer service.

  • Previous personnel management experience with service / technical fields within Call

    • Center environment or tech / service / sales industry o Familiarity with project

    management

  • Moderate understanding of business process improvement methods.
  • Understanding of departmental policies and procedures

    • Responsibilities :

    Operation Assistant Manager's responsibilities include but are not limited to the following :

  • Facebook's expectation of team leads is that 70% of their time is dedicated to

    • coaching, shadowing and supporting their agents directly. Effective use of key

    dashboards and call activity reporting to ensure excellent performance rigor.

  • Ability to identify and grow talent, lead, motivate and coach direct reports in order

    • to establish and develop an effective team; identify outliers and manage the team's

    performance to continuous KPI achievement.

  • Managing day-to-day operations – ensure consistent quality and productivity across

    • channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure

    consistent performance according to the relevant service level metrics or

    revenue / funnel goals.

  • Strong communication to ensure quarterly strategy as well as monthly and weekly

    • priorities are understood and adhered to by agents. Able to adjust messaging to

    different target audiences (agent, Ops Manager, Facebook) with to-the-point

    communication.

  • Able to adapt quickly to changes in workflows / processes / procedures / product

    • features.

  • Proactively share existing bottlenecks and challenges with quantified impact on

    • operations to allow appropriate prioritization.

  • Able to clearly outline current performance drivers of their market and actions to

    • improve.

  • Maintain a professional and personable demeanor at all times
    • Create a job alert for this search

    Operation Assistant • Bayan Lepas, Pulau Pinang, Malaysia