علی‌بابا | Alibaba Group

کامپیوتر، فناوری اطلاعات و اینترنت ۵۰۱ تا ۱۰۰۰ نفر www.alibaba.ir

استخدام Operation Excellence Manager

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دسته‌بندی شغلی

پشتیبانی و امور مشتریان
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حداقل سابقه کار

سه تا شش سال
حقوق

توافقی

شرح موقعیت شغلی

We are looking for an experienced, creative, and results-driven Operation Excellence Manager to lead continuous improvement initiatives, optimize operational efficiency, and enhance service quality across customer support teams.
The ideal candidate will have a solid background in process optimization, performance management, and cross-functional collaboration. This role requires a strategic mindset, strong leadership, and a passion for driving excellence in operations and customer experience.

Responsibilities:

Monitor, analyze, and optimize KPIs such as response time, first-call resolution (FCR), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS) to improve team efficiency and customer experience.
Develop and implement data-driven strategies to enhance service quality and operational performance, collaborating closely with technical and operational teams.
Plan and manage workforce allocation, shift schedules, and staffing based on call volume forecasts and operational requirements.
Ensure optimal balance between workload and staff availability to maximize productivity and maintain team motivation.
Analyze staffing trends and provide recommendations to improve resource utilization and operational efficiency.
Conduct regular performance evaluations for individuals and teams, using quantitative and qualitative metrics to identify strengths and areas for improvement.
Provide constructive feedback and design reward and recognition programs to motivate high-performing employees.
Oversee training programs to enhance agent communication, technical, and problem-solving skills, monitoring effectiveness and updating materials as needed.
Lead process optimization initiatives to streamline workflows, reduce errors, and improve service delivery speed and quality.
Collaborate with IT and analytics teams to automate repetitive processes and support digital transformation projects.

Requirements:

• Minimum of 3 years of relevant experience in operations, process improvement, or customer support team management. preferably in the travel or online services industry
• Bachelor’s degree in Business Administration, Industrial Engineering, Organizational Psychology, or a related field.
• A master’s degree or professional certifications (e.g., PMP, Six Sigma) is a plus.
• Proficiency in workforce management tools (e.g., Calabrio, NICE WFM).
• Familiarity with data analytics platforms (e.g., Tableau, Power BI) and CRM systems.
• Adequate knowledge of organizational training principles and training content design.
• Transformational leadership with the ability to inspire and motivate large teams.
• Strong analytical and problem-solving skills with a data-driven approach.
• Excellent communication skills and the ability to collaborate across all organizational levels.

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معرفی شرکت

شرکت سفرهای علی‌بابا، یک جمع بزرگ بیش از 800 نفری از افرادی حرفه‌ای و تاثیرگذار است که در جایگاه رهبر بازار گردشگری ایران، با ارائه همه خدمات سفر به‌شکل آنلاین، همسفر مسافران می‌شود. تلاش همه علی‌بابایی‌ها این است که با توانمندسازی جامعه، دسترسی به تجربه شایسته سفر را برای همه ممکن کنند. اینجا هر روز برای ما «روز اول» است و فرصتی برای رشد و یادگیری. در واقع هیچ سقف و محدودیتی برای خودمان قائل نیستیم و علی‌بابا را یک کوه بدون قله می‌بینیم.