Operations Manager - Contact Center (Social Media Platform)

View: 161

Update day: 14-04-2024

Location: Ho Chi Minh

Category: Executive management Consulting / Customer Service

Position: Quản lý

Salary: Cạnh tranh

Education: Cao đẳng

Experience: 5 - 10 Năm

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Job description

WE NEED YOU:

Manage the day-to-day operations of the Customer Service Contact Center, ensuring delivery of all client KPIs and targets
Develop and implement strategies to optimize operational efficiency, including process improvements, resource allocation, and workforce management.
Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients.
Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, IT - and partner to define action plans that resolve issues and drive continuous improvement
Provide Activity Report as Team performance report daily, weekly, and monthly bases
Attending Weekly Meetings with Clients to share insights and highlights of operations.
Attending to ad-hoc tasks as assigned by Senior Operation Manager/General Manager or Client

WORKING TIME:

BENEFITS:

Proven experience as an Operations Manager or similar role within a customer service contact center environment.
Good at English both spoken and written.
Strong leadership skills with the ability to motivate and inspire a diverse team.
Excellent analytical and problem-solving abilities, with a track record of driving process improvements and achieving operational efficiency.
In-depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.
Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders
Ability to thrive in a fast-paced and dynamic environment, managing multiple priorities and deadlines

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