Roles & Responsibilities:
- Serve as a business partner for clients on customer and operational initiatives
- Supervises a group of team, leads and is primarily responsible for delivering to SLAs and scheduling tasks performed
- Driving team performance, KPI management, reporting, taking resource decisions, AI planning
- Own business KPIs and drive action to achieve them
- Ensure staffing/productive hours targets are met
- Drive employee engagement and satisfaction
- Administer finances of the operation
- Act as the main point of contact for the client management team
- Handle day-to-day operations with a focus on analytics, coaching, recognition, and performance management
- Interact regularly with the clients to share updates, lead operational and project/ program level reviews
- Responsible for client and employee satisfaction and reducing attrition by working closely with the HR, while also collaborating with other process owners and training and quality managers to share best practices and drive higher results
- Operationally focused with a solid understanding of the workflow with skills to handle client interactions
Qualifications:
- Good comprehension skills
- Proficient in Operations
- Should possess previous experience in managing the day-to-day deliverables of the team
- Interact with clients on a regular basis for reporting and performance of SLAs
- Good Analytical and Logical thinking skills
- Should possess previous experience in managing day-to-day deliverables of Quality team
- Prior experience in Annotation is an added advantage
Working mode:
Hybrid working mode at Client’s Hanoi office. Working on shift mode just on the initial phase (From 06:00 AM VNT to 02:00 PM VNT and from Mondays to Fridays), later will follow the normal working time. Will receive shift allowances according to the policy.
HOW TO APPLY: Please send your CV to the consultant in charge:
Mr. Thanh Tran
E-mail: thanh.tran@ev-search.com
