Bpo Operations Manager #

3 weeks ago

Ho Chi Minh City, Vietnam Manpower Core Group Inc. Full time

KEY SKILLS

Vietnamese

English

BPO Operations

Call Centre Operations

Operation Management

**Responsibilities**:

- Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
- Establishing and managing relationship with stakeholders
- Oversight of team - organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
- Responsible for following agreed governance model, escalation & communication plan
- To ensure team members achieve agreed standards in relation to their job assignments.
- To ensure training of new staff on the corporate policy rules to be adhered to
- To ensure that the buddy system is put in place to maintain the operation with mínimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
- To monitor and document work schedule of staff and absences.
- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
- Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates.
- Ensure that all audit related issues are brought to a close
- Identify and drive continuous improvements and initiatives in process
- Coach & mentor Team lead so that they are able to manage their teams better
- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
- Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs.
- To ensure that all internal customer queries are followed up on a timely basis
- Collaborate with internal teams.
- To be the Key contact for all problems and queries with specific business assigned.

Requirement:

- Very exellence in English
- At least 08 years of professional experience in Operation Management/Customer Service in Call Center or relate services, at least 03 years of senior management experience (Manager level). Must possess effective communication skills (written and verbal)
- Ability to work under pressure
- Corporate and process mind
- Excellent communication and quality orientation

Glit

**Job Types**: Full-time, Permanent

**Salary**: 34,407,500₫ - 35,407,500₫ per month

COVID-19 considerations:
Always

Application Question(s):

- Very excellent in English?
- with 08 years of professional experience in Operation Management/Customer Service in Call Center?
- with 03 years of senior management experience (Manager level)?
- previous salary?
- notice period?
- expected salary?
- viber#?
- whatsapp#?

**Education**:

- Bachelor's (preferred)

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