CS Operations Manager

Are you a seasoned leader passionate about optimizing customer service operations and driving exceptional performance? We're looking for a CS Operations Manager to lead our frontline teams across multiple markets, ensuring seamless execution and outstanding customer experiences. This pivotal role bridges strategic vision with on-the-ground delivery, offering a unique opportunity to shape our operational efficiency and service quality.

Location: Kuala Lumpur, MalaysiaView all roles
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About the role

As a CS Operations Manager, you will be responsible for managing day-to-day frontline operations across multiple markets by leading Team Leaders, aligning execution with business goals, and ensuring KPIs are met. This role bridges high-level strategy and on-ground delivery, ensuring operational efficiency, service quality, and agent performance through close collaboration with internal teams and BPO partners.

What you can expect
Main tasks and responsibilities:
Team Leadership & People Management: Manage and mentor Team Leaders to help them engage, develop, and manage their team effectively.
Drive Operational Excellence: Optimize workflows, processes, and queue management to align with business goals and enhance efficiency.
Drive Quality & Performance: Analyse data and local trends to identify high customer satisfaction, through improving agents' performance and standards..
Impact Business Goals: Align daily execution with strategic objectives, identifying and resolving inefficiencies across markets.
Collaborate Cross-functionally: Work closely with BPO partners, WFM, QA, and Training teams to ensure consistent support and scalability.
Change management: Drive regional change management and the successful rollout of new operational initiatives.
What we expect
About you:
You have 4+ years of experience in Customer Service Operations or an Operations Management role, with experience in the Ride-Hailing industry being a plus.
Strong leadership and collaboration skills, with excellent negotiation and communication abilities (both verbal and written) in English.
A strong sense of ownership and a hands-on approach.
Highly analytical and data-driven mindset with excellent numerical skills.
Experience leading a diverse, geographically dispersed team and a passion for developing people.
Proven experience in establishing customer support operations for new markets..
Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!

Apply now and join us to make cities for people, not cars.

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Accelerate your professional growth with unique career opportunities.
Get a rewarding salary and stock option package that lets you focus on doing your best work.
Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork.
Take care of your physical and mental health with our wellness perks.
*Some perks may differ depending on your location.

About us

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.
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