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Operations Manager (远程客服运营经理)

Operations Manager (远程客服运营经理)

Stellar BlueMalaysia, Malaysia
5 jam yang lalu
Penerangan pekerjaan

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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.

Ideal Profile

  • 出色的领导能力、沟通能力与问题解决能力。
  • 熟悉 CRM 系统(如 Zendesk、Salesforce)及数据分析工具。
  • 有管理远程团队的经验,熟悉远程员工管理、流程优化及系统操作
  • 中英双语能力佳,沟通表达顺畅
  • 福利待遇

  • 具有竞争力的薪资及绩效奖金。
  • 在充满活力的行业中获得职业发展的机会。
  • 拓展全球业务关系的国际化工作环境。
  • 灵活的工作环境,远程办公的弹性度。
  • Requirements

  • Strong leadership, communication, and problem-solving skills
  • Familiarity with CRM platforms (e.g., Zendesk, Salesforce) and data analytics tools
  • Proven experience managing remote customer service teams, with an understanding of remote workflows and systems
  • Proficient in both Chinese and English, with excellent communication skills
  • What We Offer

  • Competitive salary with performance-based bonuses
  • Career development opportunities in a dynamic and growing industry
  • A global and collaborative work environment with exposure to international business operations
  • Flexible work arrangements with the option for remote work
  • Seniority level

  • Mid-Senior level
  • Employment type

  • Full-time
  • Job function

  • Management
  • Industries

  • E-Learning Providers
  • Online Audio and Video Media
  • Note : This job description reflects information current at the time of posting. Referrals may increase visibility for interviewing.

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