#2137 - Call Center Operation Manager

COMPANY
Company Name       Tiro's client
Industry       Customer service and Call center
Description       .A call center service company
JOB INFORMATION
Job Title       Call Center Operation Manager
Salary       30 - 35 ml VND
Career Level       Manager
Job Description       • Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
• Supervising a dynamic team to support transcosmos’ Client managed services to team members through rostering, monitoring, briefing, coaching, and others.
• Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
• Taking decision about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.
• Reporting to General Manager/CC Director for any abnormalities in operation
• Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients
• 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
• Making sure all team members are actively involved and work closely to achieve team and individual KPIs
• Developing personal performance and team members such as training, briefings, seeking information latest, and others
• Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
• Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client
• Provide Activity Report as Team performance report daily, weekly and monthly bases.
• Attending Weekly Meeting with Clients to share insights and highlights of operation.
• Attending to ad-hoc tasks as assigned by General Manager or Client.
Function       Customer service
Working Location       HoChiMinh
PERSON REQUIREMENT

• At least 3 year-experience in leading an in-bound team in Call Center environment
• 2 years experienced with Supervisor position or above.
• Experience in managing to performance targets desired
• Project management experience, able to work independently on multiple concurrent initiatives
• Strong personality and leadership
• Prefer : Democratic Management type.
• Manage team > 50 agents
• Strong determination of KPI achievement
• Disciplined and high motivated to motivate and encourage team for improvement

CONTACT INFORMATION

Anh Nguyen
Email: anhnguyen@tiro.com.vn

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