Operations Team Leader

3 days ago

Ho Chi Minh City, Vietnam Gratitude Inc. Full time

**Gratitude Inc**. is a leading professional HR Tech Recruitment firm specializing in the recruitment of permanent, contract and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, Kenya, Nigeria, Singapore, Vietnam and USA for now. We are a Direct Sourcing Partner Company of the different top companies.

We are urgently hiring for **Operations Team Leader. **This is for our partner BPO company in Vietnam.

Working location : District 12, Ho Chi Minh City

**Salary**: Up to $790

**Role & Responsibilities**:
**Operation Compliance Management**
- Recruitment, mentoring and training up junior and new staffs
- Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
- Performance management: career counseling, coaching, performance development, 1:1’s

mentoring, Team huddle, Ops calibration etcto make sure the team achieve the glide goal.
- Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
- Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.

**Business Management Responsibilities**
- Work with workforce management tools and business tools to monitor calls and
- Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
- Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build-up the project. Working with Global team & build up client relationship and handle all reports (if needed)
- Ready to work some assignments from Ops Lead

**Qualifications**:

- Fluency in English (Speaking, listening, writing and reading). working 100% English.
- University/Colleges required.
- 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
- Experience in a high-growth organization strongly preferred.
- Must be available to work 24/7. Working 5 days, 2 days off per week (depend on the Ops schedule)

We will reach you out once you passed the pre-screening. Thank you

**JOIN THE TEAM AND ENJOY GREAT BENEFIT PACKAGE**

**Salary**: 18,000,000₫ - 19,000,000₫ per month

Ability to commute/relocate:

- Ho Chi Minh City: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- How many years of experience do you have as Team Leader or Supervisor in a BPO company assigned in Operations?
- Last drawn salary
- Salary expectation
- Please provide your WhatsApp number for faster communication
- When are you available to start if ever hired?
- Are you amenable to work onsite?

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