Operation Manager - Shopee - Lâm Đồng

· Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients
· Supervising a dynamic team to support transcosmos’ Client managed services to team members through rostering, monitoring, briefing, coaching, and others.
· Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
· Taking part in improving quality of all units in CX & System within agreed development period
· Following and making sure all team members are actively involved activities Service Improvement and Motivation Program
· Taking decision about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.
· Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
· Attending Weekly Meeting with Clients to share insights and highlights of operation.
· Developing personal performance and team members such as training, briefings, seeking information latest, and others
· Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset
· Attending to ad-hoc tasks as assigned by General Manager or Client.
· Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
· Reporting to General Manager/CC Director for any abnormalities in operation
· 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.
· Making sure all team members are actively involved and work closely to achieve team and individual KPIs

· Good at English
· Manage team > 60 agents
· 1+ year exp in Assistant Operation Manager/Operation Manager position in Callcenter
· Project management experience, able to work independently on multiple concurrent initiatives
· Experience in managing to performance targets desired
· Demonstrated problem-solving skills, strategic and analytical capabilities
· Strong personality and leadership
· Intermediate to advanced reporting skills

· 13th-month salary, Social insurance, annual leave, recompense (holidays, Tet)
· Company trip, team-building events
· Performance appraisals every year
· Working Time: Mon – Fri (9:00 – 6:00pm) & Bi Sat
· Compliance fully to Vietnam labor code
· Annual health checkup
· Salary: Follow scheme salary
· Extensive coaching and training
· Bonus: twice a year

Cập nhật gần nhất lúc: 2021-09-28 08:52:02