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[SSC] Operation Online Suppervisor

Pharmacity · Ho Chi Minh, Hồ Chí Minh
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Địa điểm
Ho Chi Minh, Hồ Chí Minh

Tổng quan

  • To supervise the daily operation of the Operation Online team so that online orders are approved, assigned and packed within the committed service level.
  • To own the shift roster, work quality and escalation of the team, while still handling orders and tickets during the shift.
  • To propose process and tool improvements to the direct manager based on issues observed in daily operation.
  • Team & shift management
  • Build and run the shift roster for the Operation Online team, ensuring coverage across the full operating window including weekends, public holidays and peak season.
  • Assign daily workload, monitor progress during the shift and re-balance work when volume or incidents concentrate on one person.
  • Train new team members and maintain the working guideline so that cases are handled consistently.
  • Quality control & escalation
  • Review a sample of processed orders and closed tickets to ensure the reason and resolution are correctly recorded.
  • Take over difficult or sensitive cases from the team and escalate to the Manager, IT, Retail or partner platforms when the case is beyond the team’s authority.
  • Own communication with pharmacies and internal teams on recurring operational issues, and follow up until they are resolved.
  • Performance monitoring & reporting
  • Track the team’s operating KPIs (order approval, same-day packaging, ticket handling time) and report performance to the Manager on the agreed cycle.
  • Analyse recurring cases to identify the underlying cause — for example repeated packing requests indicating a system fault, or repeated out-of-stock cases indicating an inventory-sync gap — and raise them with the Manager and relevant teams.
  • Support the Manager in user acceptance testing (UAT) of new operational features and in rolling out new procedures to the team.
  • General
  • Continue to process orders and handle tickets during the shift alongside the team.
  • Comply with the Company’s processes, procedures, regulations and standards, and protect customer information.
  • Align individual and team KPIs with the direct line manager and ensure target achievement.
  • Shift-based working time. Other duties assigned by the Manager.

Yêu cầu

  • Education: College degree or above.
  • Professional major: E-commerce Operations / Supply Chain / Business Administration / Customer Service
  • 2nd language ability: English is preferable — able to read system and platform terms.
  • Computer usage ability: Good command of MS Office (advanced Excel); able to work on ERP / OMS, ticketing and reporting tools.
  • Related experiences: At least 02 years in e-commerce or retail operations, including at least 01 year in a team-leading or supervisory role.
  • Essential Capabilities:
  • Able to organise a shift roster and balance workload across a team.
  • Calm and structured when handling exceptions and escalations under volume pressure.
  • Good at using data to identify recurring problems and propose improvements.
  • Strong communication and coordination skills with stores, partners and internal teams.
  • High sense of responsibility and willingness to work on a flexible shift schedule.
  • Additional Notes:
  • Shift-based working time within 07:00–22:00, including weekends and public holidays by roster. Willing to support during the peak season (November–December).

Quyền lợi

Cổ phần / ESOP

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