Operational Excellence Lead
2 weeks ago
Key Responsibilities:
- Develop, recommend, and implement policies that would increase service productivity and quality, reduce customer complaints, and control that would minimize if not eliminate risk & losses to the business.
- Manage, train, and monitor technical specialists.
- Direct and assign employees on the day-to-day tasks as needed to ensure all aspects of quality service delivery.
- Conduct regular meetings with service team to draw plans, set targets, address issues and concerns, performance review, provide guidance, coaching, and support to service staffs.
- Manage and make appropriate adjustments to staffing levels.
- Reinforce customer service standards and ensure all employees are focused on always serving the customer. Assist in administrative duties including maintenance of files, records, and all required documentation.
- Establish performance goals according to company philosophy for employees' assigned role.
- Perform personnel management functions that include maintaining discipline and administering performance reviews.
- Review and make changes to personnel assignments with managers and supervisors to ensure that the best employees are in each position.
- Coordinate workflow between departments and work areas.
- Conduct regular quality inspection and customer visits to maintain good business relationship and thus improve customer retention.
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