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Assistant Operations Manager

Mascon international Business Services Co. Ltd
Recruiter active 1 week ago The recruiter at this company was last active reviewing applications.
Myanmar - Mandalay
Full Time
Verified This job has been verified by the company as a real job vacancy.
16 Jan 2021

Experience level

Experienced Non-Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

Position Description:

Manage overall operations for the clients/processes assigned and is responsible for the effective and successful management of productivity and quality as established and set for the operations department. He/ She should be able to prepare daily/weekly/monthly reports and identify trends and provide regular feedback to the operations/quality team.

  • Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client.
  • Identifies causes for non-achievement of SLAs, develop solutions and execute the same.
  • Reviews and analyzes performance reports against targets on a weekly/monthly basis with the team/client to investigate causes for performance deviations
  • Ensures the process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures.
  • Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
  • Should liaise with a quality team to improve accuracy
  • Participates in client / internal review calls and handles escalations
  • Manages performance of individual teams through performance management, career planning strategies and sharing of best practices
  • Responsible for attrition management and arranging for backfills on a timely basis
  • Works closely with HR to ensure high employee morale and retention initiatives
  • Conducts skip-level meetings at regular intervals to address concerns if any
  • Responsible for staff performance, compensation, and rewards & recognition programs
  • Sets KROs for the team and ensure KROs are aligned to client SLAs and overall organizational goals
  • Coaches and mentors team to ensure succession planning.


 

Open To

Male/Female

Job Requirements

Essential Qualifications: Graduate or Post Graduate Diploma in Management from a reputed institution

Technical Qualifications: Knowledge of MS Office Suite, excellent knowledge in Excel & PowerPoint.

  • Experience Level: More than 3 years of experience. Should have experience in Call Center operations.
  • 3+ years of experience in operations working with BPO industry in a similar profile
  • Should have been in a managerial role for a minimum of 1 year
  • Demonstrated team handling skills in the past.
  • Advanced expertise and experience with MS Excel
  • Strong analytical capability and business acumen
  • MIS management coupled with excellent presentation skills to support various needs of the organization at different levels
  • Excellent written and oral skills in English
  • Ability to multitask by handling diverse assignments concurrently with competing priorities
  • Ability to interact effectively with all levels within the company
  • Strong listening, questioning and networking skills.

What We Can Offer

Benefits

Rewards for over performance

Highlights

- An awesome company
- Join a winning team
- You can make a difference

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

We are catalysts of business transformation and operational excellence.

Born from the legacy of our 35-year old parent company MASCON, which is one of the leading business support services company based out of India, MIBS (based out of Myanmar) has become the trusted partner for some of the largest public and private enterprises across the Southeast Asia. MIBS is focused on business transformation through optimized and orchestrated business support services and technology innovations that help improve customer confidence and business efficiency.


In this world where the rules are dictated by customer expectations and is subject to technology disruptions, adaptability, clinical precision, empathy, and response time are four parameters that drive success. It is our endeavor to help businesses build leverage based on these four factors while they maintain focus on their core competency.

Business Support Services
- BPO (Business Process Outsourcing)
- Contact Center
- Digitization
- Marketing & Sales
- E-Governance

Technology Services
- Outsourced product development
- Mobility Solutions
- Technology Staff Augmentation
- Customized Application Development

Apply for this job

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Experience level

Experienced Non-Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

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