Assistant Operation Manager

Company: HR1's Client

Industry: IT- Software

Location : HoChiMinh

email: info@hr1vietnam.com

phone: +84 028 3925 2566


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JOB DESCRIPTION

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

JOB REQUIREMENT

  • Strong determination of KPI achievement.
  • Disciplined and high motivated to motivate and encourage team for improvement.
  • Strong personality and leadership.

Skills

  • Operational knowledge of MS Office: Excel, Word, PowerPoint etc.
  • English communication skill.
  • Proved ability to do staffing & 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.

Experience

  • At least 2 year-experience in leading an in-bound team in Call Center environment.
  • 1 years experienced with Supervisor position.
  • Experience in E – Commerce industry is a plus.
  • Experience in managing to performance targets desired.
  • Project management experience
  • Ability to work independently on multiple concurrent initiatives.

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Interested candidates, please APPLY resumes as below
or, CONTACT US

P: +84 028 3925 2566 | info@hr1vietnam.com
A: 12th Floor HDTC BUILDING, 36 Bui Thi Xuan Str., Ben Thanh Ward, Dist.1, HCM City
W: http://www.hr1vietnam.com
In: https://www.linkedin.com/hr1vietnam
Fb: https://fb.com/hr1vietnam

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