customer service - Operations ManagerShopee Philippines Inc.

Job Description:
Analyze and maintain all Customer Service KPIs and implement improvement plans as needed
Selecting, training, developing and managing performance of direct reports and their analysts; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
Manage and review operations reports
Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
Manage the performance of a team of customer service analysts
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Participate in cross-functional meetings to review information received from other operational functions and partner with other departments to define action plans that resolve issues and drive continuous improvement
Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction and development
Operations responsibility includes managing the incoming volume/queues to meet KPIs and taking appropriate actions (breach adherence, arranging for overtime, etc.)
Communicate performance related indicators to the team and management through relevant and timely reports
Coordinate amongst the team and build relationships. Manage the team effectively and become a successful coordinator between the assigned team and internal/external customers
Participate in all front-line activities to maintain/enhance knowledge of the product
Keep a check on attrition and absenteeism
Performs other similar and related duties as required or directed
Requirements:
Candidate must possess at least a Bachelor's/College Degree in any field
Candidate should have at least 3-5 years of experience as an Operations Manager/Assistant Manager
Must have excellent communication skills both spoken and written
Good working knowledge of MS Office
Should display deep knowledge in the principles of operations management, coaching and counselling