Assistant Operation Manager (call center) - Consumer

Location:
Ho Chi Minh City
All
Work Type:
Permanent
Salary:
VND30000000 to VND37000000
Monitor and make sure all member of team actively involved in the activities of Quality Service Management and Assessments
Experience in leading an in-bound team in Call Center environment
Strong determination of KPI achievement
Assist OM to managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
Assist OM to managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
Supervise dynamic team to support Client managed services to team members through rostering, monitoring, briefing, coaching, and others.
Plan and execute strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
Report to Operation Manager/ General Manager for any abnormalities in operation
Handle escalation cases from customers to ensure due process is adhered properly with highest customer service-oriented mindset
Follow and make sure all team members are actively involved activities Service Improvement and Motivation Program
Make sure all team members are actively involved and work closely to achieve team and individual KPIs
Develop personal performance and team members such as training, briefings, seeking information latest, and others
Monitor and 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 Client
Provide Activity Report as Team performance report daily, weekly and monthly bases
Attend Weekly Meeting with Clients to share insights and highlights of operation.
Attend to ad-hoc tasks as assigned by Operation Manager or Client.
Requirement:
Have 1+ year experience in the same position
Have 2+ year-experience in leading an in-bound team in Call Center environment
Strong determination of KPI achievement
Disciplined and high motivated to motivate and encourage team for improvement
Experience in managing to performance targets desired
Be able to work independently on multiple concurrent initiatives
Have strong personality, leadership and people management skill
Reference Number:
556402
Contact Details:
[protected info]
Profession:
Consumer > Travel, hospitality & leisure
Company:
PERSOLKELLY Vietnam