Operations Manager (BPO) - English Fluent - HN, HCM

ITECHWX COMPANY LIMITED · Hồ Chí Minh

Type

Full-time

Work mode

On-site

Level

Manager

Industry

Other

Salary

Thương lượng

Location

Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

Leadership
Manage Customer Service and support Contact center operation.
Provide feedback & coaching to Team Manager
Power to impact and influence – gain support from others to achieve the desired outcome.
People Management
Motivate CSRs and Team Managers
Provide Improvements Action Plans and reports.
Identify strengths and weaknesses to help operational and professional development. ❖ Set goals and expectations
Assure compliance of metrics & procedures
Contingency Plan Implementation and Activation
Monitor 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 Collaboration
Partner with individuals or organizations to increase the satisfaction of our customers.
Ownership and Accountability
Proactively take the ownership of the project, consider benefits to project/company and add value to the project and make contribution.
Be accountable to any tasks assigned by client and by company.
Drive Results
Apply strategic thinking to focus on the results and goals to achieve with end Customers.

Summary of facts from the official posting. View original ↗

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