Operation Manager

5 months ago


Ho Chi Minh City, Vietnam PERSOLKELLY Vietnam Full time

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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