LOCATION : District 12, Ho Chi Minh City
Management Compliance Operations
• Hiring, guiding, and training new and junior employees
• Ensure that all staff members are properly trained, skills are easily implemented, and they follow daily operation workflow.
• Performance management, which includes career counseling, coaching, performance development, mentoring on a one-to-one basis, team huddles, operations calibration, etc., to ensure the team reaches the glide goal.
• Respond to customer concerns promptly and accurately throughout the implementation life cycle.
• Optimize the efficiency of the team roster and collaborate with SMEs, QAs, and trainers to collect feedbacks for productivity and quality issues for service development.
Reponsibilities for Business Administration
• Use workforce management and business tools to track calls, emails, chat, and messaging to make sure schedules are met.
• Quality audits, customer satisfaction analyses, payment audits, etc (depend on client expectations)
• Co-lead with the OM/SOM in the creation of the project's operational plans, budgets, etc. building client relationships, working with a global team, and managing all reports (if needed)
• Willing to complete other tasks from Ops Lead
Requirement:
• English fluency (Speaking, listening, writing and reading). employing only English.
• College or University degree.
• 2 years of minimum experience managing/leading a group of 15 or more individuals in a call center or contact center setting.
• Strong preference given to people with experience in working for a fast-growing company.
• Be available to work 24/7. Working 5 days a week, with 2 days off (depending on the operations schedule)
For a confidential discussion, kindly contact An Le (Ms.) via email an.le@employmentvietnam.com.
