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Operation Manager with 8+ years of team leadership in customer service
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Competencies
Managed daily operations, team performance, and process improvements to meet organizational goals.
Led recruitment, coaching, and performance management initiatives to develop high-performing teams.
Ensured customer satisfaction and service quality through monitoring and coaching.
Participated in planning and implementing new operational procedures to enhance efficiency.
Collaborated with departments to resolve customer issues and support operational initiatives.
Education
Languages
Summary
Experienced Operation Manager specializing in team leadership, operational performance, and customer service at Foundever, with a focus on achieving business objectives and developing talent.
Key Achievements
- Led teams to meet and exceed business objectives across operational KPIs at Foundever.
- Directed recruitment, induction, and skill development for all direct reports, enhancing team capabilities.
- Coordinated daily workflows and liaised with departments to ensure efficient, quality service delivery.
Experience
Operation Manager
Lead teams to meet and exceed business objectives, client and corporate service, quality and contribution goals, as well as financial, metrics, and employee satisfactions goals, ensuring the consistence achievement of all operational key performance indicators across the site., Direct involvement in recruitment, selection, induction, and ongoing skill development for all direct reports, ensuring we attract and retain the best talent., Coordinate and monitor the daily workflow to ensure all operational functions are performed on an efficient, timely basis and that they meet quality and performance standards., Liaison with other departments to supply information, investigate and resolve customer challenges, review current operating methods and assist in the planning and implementation of new projects and procedures, as part of develop, manage, and motivate, effectively coach teams.
Coach Customer Service - Sales
Motivate team to achieve service goals through regular coaching., Contribute to management team objectives through teamwork., Ensure efficient performance of the agent group through balancing human and technical resources., Contribute to on-going improvement process., Administer policies and procedures to assure consistency., Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities., Execute disciplinary action when necessary., Monitor, coach and counsel representatives in an on-going development process.