Operation Team Leader (Call Center/CS field)

Working Location: District 12, HCMC

• Working Time: 5 days/week
• Salary: 15 - 18mil gross

What you'll do

* Operation Compliance Management

• Recruitment, mentoring and training up junior and new staffs
• Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
• Performance management: career counseling, coaching, performance development, 1:1's mentoring, Team huddle, Ops calibration etc...
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
• Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.

* Business Management Responsibilities

• Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved
• Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
• Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build-up the project.

What you'll bring to us

• English in working is MUST.
• 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
• Must be available to work 24/7.