Operation Manager

  • Job code: JO21TCM10
  • Job level:
  • Experience: 3
  • Category: Customer Service/ Call Center
  • Industry: E-commerce/ Digital
  • Posted on: 2020-05-01
  • Location: Thành phố Hồ Chí Minh (VN)
  • Salary: Negotiable
  • Expiry date:

Khách hàng của chúng tôi là thành viên của Tập đoàn đa quốc gia, là công ty vốn 100% Nhật Bản. Có kinh nghiệm 50 năm, đủ năng lực về tài chính, năng lực triển khai các dự án qui mô lớn về chăm sóc khách hàng, tư vấn các giải pháp dịch vụ, đem lại những kết quả kinh doanh tối ưu hóa lợi lợi nhuận, giảm chi phí vận hành.


Responsibilities

  • Managing an Inbound team comprises of 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 decision 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 General Manager or Client.


Requirements

  • 1+ year exp in Assistant Operation Manager/ Operation Manager position in Callcenter

  • Manage team > 60 agents

  • Good at English

  • Strong personality and leadership

  • Experience in managing to performance targets desired

  • Project management experience, able to work independently on multiple concurrent initiatives

  • Demonstrated problem-solving skills, strategic and analytical capabilities

  • Intermediate to advanced reporting skills


Benefits

  • 13th-month salary, Social insurance, annual leave, recompense (holidays, Tet) 

  • Bonus: twice a year (March & September)

  • Extensive coaching and training 

  • Performance appraisals every year 

  • Annual health checkup 

  • Compliance fully to Vietnam labor code 

  • Company trip, team-building events


Interview

  • Round 1: HR TCV

  • Round 1: HR TCV

  • Round 2: Senior OM Shopee Project & CEO TCV

  • Round 3: Regional TCV

  • Round 4: Client Shopee


HỨA MỘNG TUYỀN
info@ckhrconsulting.vn
02871068279