Operations Manager

freeC's Client

Job Description:

• Manage the day-to-day operations and ensure 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 agents in terms of quality and quantity to meet operational requirements from Clients.
• Make 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, and the performance of their team and offer ongoing 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 basis.
• Attend Weekly Meetings with Clients to share insights and highlights of operations.
• Attend to ad-hoc tasks as assigned by the Senior Operation Manager/General Manager or Client

Requirements:

• Proven experience as an Operation Manager or similar role.
• Having experience in Content Moderation is a plus.
• Fluent 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.
• Willingness to work a flexible schedule.

• Periodical bonus: twice/year.
• Position promotion, salary increase once/year.
• Personal health insurance packages.
• 13th month salary, Bonuses, gifts for Holidays.
• Insurances followed Vietnamese Labor Law.
• Activities: Birthday party, Employee engagement activities.
• Working hour: Monday - Friday, and Saturday every 2 weeks