Customer Service Operations Manager

The Customer, for more than 40 years has advanced glucose management and diabetes care with pioneering technologies and new products defined by simplicity, accuracy and trust.

From OneTouch® brand blood glucose meters, test strips, and lancets to an integrated digital health platform and hospital point-of-care systems, the customer is committed to offering patient-centric products and clinically-proven solutions.

Responsibilities:
• Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. Responsible for Overall Customer Care Department Compliance (Controlled document development, Audit SME, Recall).
• Responsible for Call Center systems oversight, monitoring and coordination with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation.
• Work cross-functionally with product and customer-facing teams to infuse customer insights and learnings.
• Handle a team size of +8 agents between Japan & Malaysia.
• Ensure team and individual compliance with all applicable regulatory requirements, securities laws and regulations.
• Provide subject matter expertise for complex issues.
• Attend process level meetings i.e client facing.
• Support Management with insights on the process.
• Build training curriculum & Work Instructions.
• Identify and communicate opportunities for continuous process improvement.
• Use existing knowledge base to provide a customer facing root cause assessment.
• Manage implementation of automation initiatives for the team.
• Performs other work-related duties as assigned.

Requirements:
• 5 years of experience in a BPO environment.
• Excellent English and Japanese proficiency.
• Strong knowledge of Call Center management systems, Customer experience management systems (Qualtrics strongly preferred) and analysis of data trends.
• Ability to thrive in fast-paced, start-up mentality environment.
• Solid experience of bridging the gap between the customer and business needs & working with strategy, insights and data teams & communicating this to key stakeholders.
• Proactive, self-starter attitude; comfortable with ambiguity and balancing multiple priorities/needs.

Virtual interviews

MalaysiaKuala LumpurG Tower, Jalan Tun Razak Map

Name of person in charge of hiring：Shaynee Loh