Operation Manager (App Social Video)
freeC's Client

Lưu việc
Nhắn tin
Toàn thời gian
Tuyển 1 người
3 năm kinh nghiệm
Hồ Chí Minh
Đăng tuyển ngày 23/12/2022

Mô tả công việc

  • Managing  team comprises Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
  • Supervising a dynamic team to support company’s 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 decisions about problems that occurred in the entire program that supports service Contact Center company’s 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 company’s 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 the General Manager or Client.

Kỹ năng

Operations Management

Yêu cầu

  • At least 1-year experience in the same position or 3 years in a Supervisor position.
  • At least 3 years experience in a Call Center environment.
  • Good at English both spoken and written.
  • Experience in managing to performance targets desired.
  • Project management experience, able to work independently on multiple concurrent initiatives.
  • Strong determination of KPI achievement.
  • Disciplined and high motivated to motivate and encourage team for improvement.
  • Proven ability to do staffing and scheduling.
  • Ability to effectively manage cross-functional projects.
  • Ability to do multitasks and highly adapt to constantly changing environment.
  • Excellent oral, written and interpersonal communication skill.
  • Demonstrated problem-solving skills, strategic and analytical capabilities.
  • Intermediate to advanced reporting skills.
  • Moderate ability to identify and analyze data for trends and forecast.

Quyền lợi

  • Salary: negotiation.
  • Periodical bonus: twice/year.
  • Position promotion, salary increase: once/year.
  • 13th month salary, Bonuses, gifts for Holidays. 
  • Insurances followed Vietnamese Labor Law. 
  • Activities: Birthday party, Employee engagement activities.
  • Working time: 9 AM - 18PM
Giới thiệu về công ty
freeC's Client
Hồ Chí Minh
101-300 nhân viên
IT/ Web
Hồ Chí Minh
101-300 nhân viên
IT/ Web

Giới thiệu

freeC is the Smart Recruiting Platform that leverages matching technology to actively connect hundred of thousand of employers and job seekers. The success of freeC is determined by our success in operating as a unified team. If you're interesting, ambitious, and eager to advance your career with us, explore our vacancies as below. We're excited to have you on board our ship to help us grow fast, deliver on our mission of actively connecting employers and job seekers around Vietnam

Địa chỉ

Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCMXem bản đồ