<p><strong>DUTIES AND RESPONSIBILITIES:</strong></p><ul><li>Monitoring and analyzing key performance indicators such as connection rate and satisfaction rate ect.;</li><li>Motivates, guides, and mentors team members to exceed goals and creates a positive environment on a day-to-day basis;</li><li>Communicates team goals, project updates, and staff performance with the management team;</li><li>Creates an atmosphere centered on delivering superior customer service at all times</li><li>Provide analysis reports of the performance of the customer service team;</li><li>Advises management in hiring and termination decisions when necessary;</li><li>Oversees work quality and verifies satisfactory meeting of company standards;</li><li>Works with management team to set and evaluate projects and overall goals;</li><li>Tracks and records the service goal, employee development, and department records and statistics.</li></ul><p><strong>QUALIFICATIONS:</strong><br /><strong>Language Proficiency:</strong></p><ul><li>English and/or Mandarin</li></ul><p><strong>Education:</strong></p><ul><li>Bachelor&rsquo;s degree in Business Administration, Operations Management, Economics, or a related field.</li></ul><p><strong>Experience:</strong></p><ul><li>Proven experience in operations analysis, process improvement, or a related role.</li><li>Experience working in or with Mandarin-speaking regions is preferred.</li></ul><p><strong>Skills:</strong></p><ul><li>Strong analytical and problem-solving skills.</li><li>Proficiency in data analysis tools and software e.g., Excel, SQL, Tableau.</li><li>Excellent communication and interpersonal skills.</li><li>Ability to manage multiple tasks and projects simultaneously.</li><li>Attention to detail and strong organizational skills.</li></ul>