Operation Team Leader

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☞ Vietnam Concentrix Services Company Limited

Aussicht: 193

Update Tag: 14-04-2024

Ort: Ho Chi Minh

Kategorie: Restaurant / Hotel / Tourismus Beratung / Kundenservice Dolmetscher / Übersetzer

Position: Trưởng nhóm / Giám sát

Gehalt: 15 Tr - 20 Tr VND

Erfahrung: 5 - 10 Năm

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Jobbeschreibung

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, 1:1s mentoring, Team huddle, Ops calibration etc... to 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 emails/Chat/Messaging to ensure schedules are achieved
• 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

Stellenanforderung

• 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)

Job Nutzen

  • Laptop
  • Chế độ bảo hiểm
  • Phụ cấp
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Phụ cấp thâm niên
  • Nghỉ phép năm
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Frist: 14-05-2024

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