Operations Manager, Korean Speaking

**INTRODUCTION**

Our client is a prominent BPO provider, delivering high-quality Contact Center services, Digital Marketing, and Engineering Solutions. With a strong presence in Vietnam and offices across Hanoi and Ho Chi Minh City, the company is a trusted partner for numerous multinational and local clients. Known for its commitment to excellence and employee-focused culture, the company creates an environment where its people thrive and achieve outstanding results.

**ABOUT THE ROLE**

The Operations Manager role involves overseeing day-to-day operations, managing teams, and ensuring that key performance indicators are achieved. The position supports the back-end of Contact Center operations, focusing on order and delivery management and aligning with the needs of e-commerce and social commerce services. The role requires exceptional adaptability, flexibility, and communication skills to excel in a fast-paced environment.

**HIGHLIGHTS**

**Skills**:

- Proven experience in managing BPO operations.
- Fluency in Korean (TOPIK 5 or native speaker) and English (minimum B2 proficiency).

**Competencies**:

- Strong leadership and motivational abilities.
- Exceptional analytical and problem-solving skills for operational efficiency.

**Knowledge**:

- Comprehensive understanding of Contact Center operations, including order and delivery processes.
- Familiarity with e-commerce platforms, in-house e-commerce, or retail operations is preferred.

**OBJECTIVES**
- Optimize operational efficiency and performance across multiple projects.
- Strengthen client relationships by delivering exceptional service.
- Lead and develop a high-performing team to achieve strategic goals.

**RESPONSIBILITIES**

**Core Responsibilities**:

- Manage daily operations and maintain team performance across assigned projects.
- Collaborate with clients to align expectations and ensure high-quality service delivery.
- Oversee resource allocation and budget optimization to meet project quality standards.
- Support and manage the back-end of Contact Center operations during order and delivery processes.
- Prevent and address fraud risks while ensuring operational compliance.

**Additional Responsibilities**:

- Identify new business opportunities and align solutions with client needs.
- Track and report on key operational metrics, providing actionable recommendations for improvements.
- Supervise the implementation of training and quality plans across projects.

**REQUIREMENTS**

**Must-Have**:

- Minimum 2 years of experience as an Operations Manager in e-commerce, retail, or related fields.
- Fluency in Korean (TOPIK 5 or native speaker) and English (minimum B2 proficiency).
- Experience in BPO, Contact Center, or e-commerce operations.
- Strong leadership skills and the ability to manage diverse teams.
- University degree or higher education equivalent.

**Nice-to-Have**:

- Familiarity with tools and technologies used in Contact Center operations.
- Knowledge of the local market and cultural dynamics.

**Behavioral Competencies**:

- Strong organizational skills and attention to detail.
- Ability to adapt to dynamic, fast-paced environments.

**DETAILS**

**Reporting Line**:General Manager of Operations.

**Team Management**: Operations Team Leaders, Operations Agents, Training & Quality Team. The team size is 50 people at the beginning.

**Nationality**: Any nationality eligible to work in Vietnam

**Compensation**:Competitive salary with annual raises, quarterly performance bonuses, and 13th-month salary.

**Nationality**: Any nationality eligible to work in Vietnam.

**Benefits**:

- Full insurance in compliance with Vietnamese Labor Law.
- Additional 24/7 health and accident insurance.
- Employee engagement activities, holiday bonuses, and gifts.
- Opportunities to work with leading global clients and expert teams.

**Engagement Type**:Full-time.

**Working Location**:Tan Binh District, Ho Chi Minh City.

**Working Time**:Monday-Friday, 8 AM-5 PM, and bi-weekly Saturdays.