Mandarin - Operational Manager

Work content:
- Operation Management: Oversee the daily operations of the customer service team to ensure efficient and compliant service delivery and improve customer satisfaction.

- Process Optimization: Develop and implement Standard Operating Procedures (SOPs), especially for verification processes (such as age or content verification), to improve efficiency and reduce errors.

- Work allocation and handover: Coordinate work allocation (for example, complete task handover within 2 days) to ensure a smooth process.

- Team Leader: Recruit, train and coach customer service teams to improve performance and promote a positive company culture.

- Budget and Resource Management: Manage operating budgets, optimize allocation of human and technical resources (such as PowerBI, Tableau, Database, CRM tools), and ensure cost-effectiveness.

- Performance Monitoring: Track key performance indicators (KPIs) such as response time, chat volume, and customer satisfaction, and develop improvement strategies based on the data.

- Compliance: Ensure operational processes comply with Taiwan labor regulations and company policies, including verification or content review standards.

Requirements:

- Excellent leadership, communication and problem solving skills.

- Familiar with CRM systems (such as Zendesk, Salesforce) and data analysis tools.

- Understand customer service industry standards.

- Ability to travel domestically and internationally and be flexible to work occasional evening or weekend shifts.

Other conditions:

- Able to complete project tasks independently, find solutions independently, and have strong learning ability.

- Good working attitude and high teamwork cooperation.

- High stress resistance and the ability to flexibly cope with different work challenges.

- Can be partially distal.

We offer

- Continuously optimize and grow salary and benefits.

- A working environment full of challenges and growth opportunities.

- A team atmosphere that supports and encourages innovative thinking.