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Operation manager

7 months 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 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 company’s 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 company’ Client
  • Provide Activity Report as Team performance report daily, weekly and monthly bases.

Name: vy

Phone: 039 863 1329


Address: 19 Hồ Văn Huê quận Phú Nhuận

Salary 1500
Position Operation manager
Experience • 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
Amount 1
Gender -
Age 30,40