General Manager
Private Advertiser Bukit Merah Full-time
We are seeking an experienced and self-motivated General Manager to lead and manage the organization’s business operations, drive performance, and implement effective business strategies and programs. The ideal candidate will have proven experience in senior management, strong leadership capabilities, and a solid background in sales sourcing and business contract negotiation.
Key Responsibilities- Provide strategic leadership by developing and implementing operational and financial plans, setting performance targets, and overseeing overall contact centre operations.
- Ensure smooth delivery of inbound, outbound, email, chat, and back-office services while optimizing staffing, scheduling, and workflow efficiency.
- Achieve and exceed SLAs, KPIs, and client contract requirements through continuous performance monitoring and data-driven decision-making.
- Build and maintain strong client relationships, manage escalations, and participate in client reviews, audits, and contract discussions.
- Oversee budgeting, forecasting, cost control, and account profitability while identifying new revenue and business development opportunities.
- Lead sales sourcing efforts, negotiate contracts and renewals, and support proposal development and pricing.
- Manage workforce planning, recruitment, coaching, and development to cultivate a high-performance and positive workplace culture.
- Drive process improvements, technology adoption, automation, and system optimization across operations.
- Ensure compliance with ISO standards, SOPs, regulatory requirements, and oversee quality assurance programs and audits.
- Implement risk mitigation strategies, maintain business continuity plans, and manage escalation protocols during operational challenges.
- Degree in Business Management or equivalent.
- 3+ years in senior management roles.
- Experience in contact centre/BPO operations and advanced analytics tools.
- Strong decision-making, problem-solving, and multitasking skills.
- Proven track record in sales, contract negotiation, and business development.
- Excellent organizational, interpersonal, and leadership abilities.
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