Job Description

Job Title Operation Executive
Summary As the Operation Manager, you will oversee day-to-day operations, ensure efficient service delivery, handle escalated issues and provide regular performance reports in line with Key Performance Indicators (KPIs). You will also play a pivotal role in guiding and training the team while ensuring compliance with all relevant processes.

About the Role:

• Manage and oversee the daily operations of the project, ensuring efficient and effective service delivery for both calls and written correspondence.
• Monitor performance based on KPIs and provide project with daily and periodic call and case performance reports, including any ad-hoc reports as required.
• Ensure the contact centre team complies with the necessary training and qualifications to manage project's contact centre operations and feedback.
• Analyse feedback trends and report valuable insights to project to identify areas for improvement.
• Foster a supportive and high-performing environment that enables team members to thrive and develop their customer service and telephony skills.

About You:

• Degree or Diploma with at least 5 years of relevant experience in contact centre management or customer service environment.
• Minimum of 3-5 years of managerial experience in a contact centre setting, overseeing both calls and written correspondence.
• Experience with managing contact centre operations, including team management, quality assurance, performance monitoring, and escalation procedures.
• Experience in handling customer escalations and providing coaching on effective customer interactions.

Leadership Skills:

• Proven ability to lead, manage, and motivate teams, fostering a positive and high-performing work culture.
• Experience in managing and mentoring team leaders in a contact centre environment.

Why join Cushman & Wakefield?
As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;

• Bonus for referring friends
• Career development and a promote from within culture
• An organisation committed to Diversity and Inclusion

We have a vision of the future, where people simply belong.
That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status. We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.
INCO: "Cushman & Wakefield"

Skills Required