Team Leader Operation (District 12)

Role & Responsibilities:

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... to make sure the team achieve the glide goal.
• 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. Working with Global team & build up client relationship and handle all reports (if needed)
• Ready to work some assignments from Ops Lead

Requirement:

• Fluency in English (Speaking, listening, writing and reading), working 100% English.
• University/Colleges required. -2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.- Experience in a high-growth organization strongly preferred.
• Must be available to work 24/7. Working 5 days, 2 days off per week (depend on the Ops schedule)