Operation Manager
5 months ago
Fulltime working in HCMC, Vietnam
- 5+ years of relevant experience, working in Call Center or BPO Companies
- English at business level
✔ Managing team comprises Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
✔ Supervising a dynamic team to support transcosmos’ Client managed services to team members through rostering, monitoring, briefing, coaching, and others.
✔ Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
✔ Taking decisions about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.
✔ Reporting to General Manager/CC Director for any abnormalities in operation
✔ Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients
✔ Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset
✔ Following and making sure all team members are actively involved activities Service Improvement and Motivation Program
✔ Taking part in improving quality of all units in CX & System within agreed development period
✔ Making sure all team members are actively involved and work closely to achieve team and individual KPIs
✔ Developing personal performance and team members such as training, briefings, seeking information latest, and others
✔ Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
✔ Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client
✔ Provide Activity Report as Team performance report daily, weekly and monthly bases.
✔ Attending Weekly Meeting with Clients to share insights and highlights of operation.
✔ Attending to ad-hoc tasks as assigned by the General Manager or Client.
584783
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