Operations Manager

Responsibilities:Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retentionEnsures program has proficient training, staff development, and effective employee relation/recognition programsSelecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirementsProvide 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 performanceAnalyze and maintain all Client Service Level Agreements; implement improvement plans as neededEnsure that the operations is in compliance with active contractsOversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfactionPartnering with Business Development to leverage and expand new business from client(s)Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental supportCreate a positive work environment through employee engagement; resolve employee relation issues in a professional and timely mannerParticipate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvementMaintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trendsParticipate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activitiesHost Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming eventsQualification:Bachelor degree above in any related fieldAble to communicate fluently in Thai & English (B2)With more than 6-10 years experience in BPO/in-house contact center environment and 4 years management experienceWillingness to work a flexible schedule