Check with seller Việc làm Hồ Chí Minh tuyển gấp LAZADA - Callcenter Operation Manager Thành Phố Hồ Chí Minh

Mô tả công việc Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context 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 Supervising a dynamic team to support transcosmos’ Client managed services to team members through rostering, monitoring, briefing, coaching, and others Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients Reporting to General Manager/CC Director for any abnormalities in operation 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 Developing personal performance and team members such as training, briefings, seeking information latest, and others Making sure all team members are actively involved and work closely to achieve team and individual KPIs Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments Attending Weekly Meeting with Clients to share insights and highlights of operation Provide Activity Report as Team performance report daily, weekly and monthly bases Attending to ad-hoc tasks as assigned by General Manager or Client Quyền lợi được hưởng Laptop Chế độ bảo hiểm Du Lịch Phụ cấp Chế độ thưởng Chăm sóc sức khỏe Đào tạo Tăng lương Phụ cấp thâm niên Nghỉ phép năm Yêu cầu kỹ năng 1 years experienced with Operation Manager position Good at English Manage team > 50 agents At least 3 year-experience in leading an in-bound team in Call Center environment Experience in managing to performance targets desired Project management experience, able to work independently on multiple concurrent initiatives Strong determination of KPI achievement Strong personality and leadership Disciplined and high motivated to motivate and encourage team for improvement

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