Mô tả công việc
- Service Delivery – achieving all key contractual SLAs.
- Day to day Client management.
- Lead all client and internal calls for the process with, a single point of contact.
- Direct WFM, Training, and other shared services for optimum functioning of account.
- Single point of contact for all financial decisions regarding the account.
- Manage attrition and career planning of all employees within the span of control.
- Grow accounts strategically to increase the top line for the organization.
- Manage and improve the profitability of the account.
- Ensures continuous improvement in service delivery through Process Improvement Initiatives.
- Vast experience (hands-on) in the contact center/outsourcing space.
- At least 02 years of experience in a Senior Manager role (min 100HC) that can lead the operations team including Operation Managers and Team Leads.
- Have the capability of building a high-performance culture of inspiration and motivation.
- Can provide high-level advice on strategic planning, performance management, and continuous
- service quality improvement.
- Undertake the development, implementation, monitoring, and reporting of the Operations Plan to
- meet the goals.
- Can work with the Senior Management Team both inhouse/company to improve performance, service quality, processes, and information flow.
- Knowledge of leading delivery with Voice business services mandates.
- Ability to monitor efficiency parameters (seat utilization / shrinkage / attendance management /
- retention etc).
- Ability to work under pressure and adapt & drive the team to meet constantly changing dynamics.
- Ability to manage client expectations and drive high e-Sat / VOC.
- Strong financial management acumen. Understanding of P&L.
- Strong understanding of contracts and key BPO dynamics governing them.
Kỹ năng
Operations Management
Quyền lợi
- Salary: Negotiate.
- Periodical bonus: twice/year.
- Position promotion, salary increase: once/year.
- 13th-month salary.
- Insurances followed Vietnamese Labor Law.
- Bonuses, gifts for Holidays.
- Activities: Birthday party, Employee engagement activities.
- Service time: Official time and based on Project time.
Ngành nghề
Hồ Chí Minh
101-300 nhân viên
https://freec.asia/
HRTech
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
Copyright © 2021 Công Ty TNHH freecracyĐiện thoại: (84.28) 2253 4031
Trụ sở chính: Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCM
Người đại diện: Kazuki Kunimoto Số ĐKKD: 0315334084 Ngày cấp: 16/10/2018 Nơi cấp: Sở KH&ĐT TP.HCM
Trụ sở chính: Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCM
Người đại diện: Kazuki Kunimoto Số ĐKKD: 0315334084 Ngày cấp: 16/10/2018 Nơi cấp: Sở KH&ĐT TP.HCM
