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OPERATION MANAGER (Inbound Call center)/Customer Service

2 years ago
  • 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  Clients 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 Contact Center services of Clients 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
  • 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. 
  • Performance review: twice a year + Bonus, 13th Sala
  • At least 3 year-experience in leading an in-bound team in Call Center environment
  • Strong determination of KPI achievement
  • Strong personality and leadership
  • Proved ability to do staffing and scheduling
  • Ability to effectively manage cross-functional projects
  • Experience as team lead, supervisor, or manager desired
  • Experience in managing to performance targets desired
  • Ability to do multitasks and highly adapt to constantly changing environment
  • Excellent oral, written and interpersonal communication skill
  • Good at English is required
  • Project management experience, able to work independently on multiple concurrent initiatives
  • Demonstrated problem-solving skills, strategic and analytical capabilities
  • Intermediate to advanced reporting skills
  • Moderate ability to identify and analyze data for trends and forecast
  • Minimum of a bachelor degree in relevant field.
  • Disciplined and high motivated to motivate and encourage team for improvement

Name: Ms.Linh

Phone: 0937 079 095



Type Full Time
Experience 3
Degree Bacherlor's degree
Amount 1
Gender -
Age 30,48