Job Listing

JOB DESCRIPTION

SUMMARY

Ops Dev Specialists are responsible for supporting Operations across various facets of the business. As an Ops Dev Specialist, you will be the pulse of the business; managing communications that are both internal and customer-facing; upskilling and training our teams to ensure they are delivering the best support possible. You will be highly driven and customer-centric, constantly reviewing customer feedback and analyzing pain points. You will act as the voice of the customer.

In addition to these, Ops Dev Specialists are also responsible for providing value-added services to the business like delivering additional technical or soft skill programs, gathering valuable feedbacks, quality assurance and data analysis for the business.

RESPONSIBILITIES

1. Training Development and Delivery

• Effectively deliver training to new hires on all aspects of Customer Services Operations.
• Develop new creative and fun approaches to make the training program as effective as possible.
• Update/organize existing and produce new training materials when required.

2. Communications

• Manage updates for both internal facing (knowledge base portal) and external facing (help center) information.

3. Quality Assurance

• Evaluate agents’ performance through methodical quality assurance process.

4. Contact Analytics 

• Utilize Data Mining applications to understand the content of voice calls, emails, chats and other applicable contact media to discern patterns worthy of further analysis. 
• Perform analysis of query results and compile information to support the analytical objectives through the Data Mining application, leveraging and creating interactive reporting views, visual dashboards, supervisor portals, compliance workflows and word clouds. 
• Prepares reports by collecting, analyzing, and summarizing information.

5. Web-Watcher

• Provide feedback gathered from customers or through various testing and monitoring of the products.
• To analyze and monitor website performance and contents to ensure the best experience for our customers.

6. Workforce Management

• Assist Operations in planning, forecasting and plotting agent schedules.

REQUIREMENTS

• Excellent English and Mandarin written and verbal communication skills.
• Display a strong passion to work within the Call Center industry.
• This role requires great attention to details and advanced analytical skills.
• Provide a creative approach to presenting information both internally and externally.
• In-depth knowledge of all policies and procedures related to Customer Service operations for a minimum of six months. Additional channel experience is an asset.
• Has at least 1-year experience in a leadership/training role or current/previous experience in managing multiple projects.
• Must possess a highly positive attitude and demonstrate this in all interactions with both internal and external customers.
• Demonstrates a high level of competence using Microsoft Office Suite. Background in Content Management and basic HTML/CSS is an advantage.
• Keep a professional, mature and process-oriented approach when doing a specific project.
• Demonstrate ability to work independently as well as with a team.
• Excellent time management skills and ability to multi-task and remain focused while working independently.
• Ability to work various shifts for communication coverage.