Mô tả công việc
* Operations & Performance Management
- Manage daily operations by supervising team schedule adherence, overtime, and change requests while maintaining team engagement. Monitor performance and service quality, ensuring compliance with operational policies and client requirements. Use performance data to identify gaps, root causes, and action plans to improve KPIs.
* Team Development
- Develop team capabilities through continuous coaching, guidance, and upskilling. Foster team cohesion to achieve performance targets. Oversee onboarding, training effectiveness, performance evaluations, and Individual Development Plans (IDPs).
* Client & Stakeholder Management
- Ensure achievement of agreed KPIs and SLAs. Maintain professional, accurate, and timely communication with clients and internal stakeholders. Validate all information prior to client communication to ensure accuracy and completeness.
* Business Planning & Reporting
- Support workforce planning, capacity management, and scheduling strategies. Apply forecasting and data analysis to predict workload and resource needs. Prepare and present performance reports while optimizing operational efficiency and cost control.
* Cross-functional Collaboration
- Collaborate closely with Quality, Training, HR, and Workforce Management teams. Work cross-functionally to support project goals and manage skill transitions as required.
* Fraud Prevention & Information Security
- Ensure strict adherence to company policies, IT security standards, and data confidentiality requirements. Identify and promptly report any potential non-compliance, security risks, or fraudulent activities.
- Working Hours: Monday - Saturday. 9:00 - 18:00
Yêu cầu
- Minimum 2+ years of people management experience, managing teams of 50+ headcount.
- Proven experience managing KPIs, SLAs, and large-scale operations.
- Experience in BPO / Contact Center environment is required.
- Experience in Trust & Safety / Content Moderation / Online Operations is a strong plus.
- Ability to manage sensitive or disturbing content responsibly.
- Strong leadership, coaching, and people management skills.
- Solid operational knowledge, including scheduling, forecasting, and reporting.
- Strong problem-solving, analytical, and critical-thinking skills.
- Good communication skills (written & verbal), able to work with internal and external stakeholders.
- Proficient in Microsoft Office (Word, Excel, Outlook).
- Fluent English (spoken & written).
- Minimum typing speed: 50 WPM.
- Willing to work weekends and public holidays when required.
Quyền lợi
Periodical bonus: twice/year, Bonuses, gifts for Holidays.
Insurances followed Vietnamese Labor Law.
13th month salary
Promotion opportunities, salary increase once/year.
Activities: Birthday party, Town Hall, Employee engagement activities.
Thông tin khác
Loại công việc
Nhân viên toàn thời gian
Cấp bậc
Trưởng nhóm / Giám sát
Học vấn
Cử nhân
Kinh nghiệm
2 - 5 năm kinh nghiệm
Giới tính
Bất kỳ
Ngành nghề
Dịch vụ khách hàng
Thông tin chung
Nơi làm việc
- Quận Tân Bình,
- Hồ Chí Minh