Gratitude Inc. is a leading professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies.

Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam, Thailand, and USA for now.

We are a Direct Sourcing Partner Company of the different top BPOs offshore and onshore.

We have ongoing hiring for an Operations Manager.

Responsibilities

• Manage operations seamlessly, ensuring timely SLA delivery along with maintaining

high level of employee and customer satisfaction.

• Establish and manage relationship with stakeholders.

• Oversight of team – organizes resources, sets goals, carries out strategy from Executives

and client on a day to day basis; reporting responsibilities.

• Following agreed governance model, escalation & communication plan.

• Ensure team members achieve agreed standards in relation to their job assignments.

• Ensure training of new staff on the corporate policy rules to be adhered to.

• Ensure that the buddy system is put in place to maintain the operation with minimal

disruption in times of annual leave/sick leave/study leave and daily working hour schedules

• Monitor and document work schedule of staff and absences.

• Build strong partnership with the client by growing and nurturing the existing relationships

to ensure operational cohesion & effective foundation for future growth

• Taking weekly and monthly calls with clients to understand the expectations from the teams

and provided updates

• Ensure that all audit related issues are brought to a close

• Identify and drive continuous improvements and initiatives in process

• Coach & mentor Team lead so that they are able to manage their teams better

• Hiring of leads and managers, training, inductions, employee & client satisfaction scores,

performance Appraisals and attrition management

• Performance management through top Quartile, Middle and Bottom Quartile segregation

and identifying training and coaching needs.

• Ensure that all internal customer queries are followed up on a timely basis

• Collaborate with internal teams.

• To be the Key contact for all problems and queries with specific business assigned.

 

Requirement

• Working under the pressure

• Fluency in Japanese and English (speaking, listening, writing and reading). Working 100% English.

• University/College degree

• English has to be advanced

• Experience in managing team (up 50HC) for more than 3 years

• Experience in CS/BPO/Sales/Client relationship OR  Excellent communication skills

Native Japanese are encouraged to apply.

Work Schedule

• Able to 24/7, shift time will follow client demand (No fixed shift)

• Working 5 days, 2 days off per week ( depend on the Ops schedule)

Location: Cyberjaya

Rotational Shifts

Salary : 15-17k MYR