Order Management Manager

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Key Responsibilities
• Managing the daily running of the contact center, including effective resource planning and implementing contact center strategies and operations
• Shift management and manpower planning.
• Cross region coordination/alignment for after hours support incl. Japan, SEA, China and Taiwan
• Flexible to be on-call or on-duty for after hours business/operation/people management
• Identify infrastructure and operation supporting gap in after hours and drive improvement
• Implements Parts & Service Order Management strategies
• Ensures appropriate level of staffing to meet volume demands for specific customers or regions.
• Actively engaging and supporting the development of the team to ensure better performance and succession planning.
• Setting and meeting performance targets for speed, efficiency & service quality
• Identify gaps and need for improvement to processes and systems as well as to support global standardization
• Drive continuous improvement initiatives. Contribute to the design and implementation of change programs and projects which impact the operation.
• Identify training needs and plan training
• Prepares operation performance reports by collecting, analyzing, and summarizing data and trends
• Handling the complex customer escalations or inquiries
• Interface with internal stakeholders to drive cross-functional collaboration and resolve conflicts.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Drive compliance to policies and global standard processes