Operations Manager / Team Manager (BPO)

This position does not provide visa/work permit sponsorship.
Important InformationWorking location: required to work on-site at all iTechwx offices in Ho Chi Minh City or Ha Noi. o Opal Tower, 92 Nguyen Huu Canh St., Thanh My Tay Ward, Ho Chi Minh City.o VISTA Building, 19 Tan Cang St., Thanh My Tay Ward, HCM Cityo The Sun Avenue Building, 28 Mai Chí Thọ St., An Phú Ward, HCM Cityo Lancaster Luminaire Building, 1152-1154 Lang Street, Lang Thuong Ward, Dong Da District, Hanoi CityWorking time: 9am - 6pm, but flexible to change to night shift5 days per week with 2 flexible days off.
The Operations Manager shall have responsibilities pertaining only to this function. The Operations Manager should be present at all operational reviews, plus all strategic reviews and ad hoc meetings. The Operations Manager shall be ultimately responsible for operational management to fulfill Microsoft requirements, including but not limited to readiness, quality, and efficiency.
❖ Leadership Manage Customer Service and support Contact center operation.Provide feedback & coaching to Team ManagerPower to impact and influence - gain support from others to achieve the desired outcome.❖ People Management Motivate CSRs and Team ManagersProvide improvement action plans and reports.Identify strengths and weaknesses to help operational and professional development.❖ Set goals and expectations Assure compliance with metrics & proceduresContingency Plan Implementation and ActivationMonitor customer request volumes vs.
Customer Service
Professional availability.Present monthly operational reports❖ Communication and Collaboration Communicate policies & procedures to Team Managers to ensure performance results.Cross-group CollaborationPartner with individuals or organizations to increase the satisfaction of our customers.❖ Ownership and Accountability Proactively take ownership of the project, consider benefits to the project/company and add value to the project, and make contributions.Be accountable for any tasks assigned by the client and by the company.❖ Drive Results Apply strategic thinking to focus on the results and goals to achieve with end Customers.
Role DescriptionFluency in English (additional Chinese proficiency is a plus)At least 3 years of experience as an Operations Manager or Senior Team Manager in the BPO, Contact Center, IT Services, or IT Outsourcing industry, with responsibility for managing operations of 150+ employees.Tech-savvy with strong technical aptitude.Strong in the following skill sets: o Service / Soft skill communication o Presentation o Planning, Resource Organizing, Data Analyzing o Customer Orientation & Relationship Management o Internal cooperation and coordinationCOPC certification is a plus.
BenefitsSalary at 100% during the probationary period.90% contribution of the gross salary to social insurance.An employee who works at night(10 PM-6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance.20 days leave (12 days of annual leave and 8 days of sick leave)Full working equipment will be provided.Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.Activities: Birthday party, Employee engagement activities.
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