YOU:

• Managing an team comprises of Supervisor, Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.

• Supervising a dynamic team to support transcosmos’ 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.

• Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments

• Making sure all team members are actively involved and work closely to achieve team and individual KPIs

• Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client

• 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.

• Reporting to General Manager/CC Director for any abnormalities in operation

• Good at English (4 skills).

• At least 2 years working as Operation Manager/Customer Service Manager in Contact Center

• Experience in managing performance targets desired.

• Project management experience, able to work independently on multiple concurrent initiatives.

• Strong determination of KPI achievement.

• Disciplined and highly motivated to motivate and encourage the team for improvement.

• Proven ability to do staffing and scheduling.

• Ability to effectively manage cross-functional projects.

• Ability to multitask and highly adapt to a constantly changing environment.

• Excellent oral, written, and interpersonal communication skills.

• Demonstrate problem-solving skills and strategic and analytical capabilities.

• Intermediate to advanced reporting skills.

• Moderate ability to identify and analyze data for trends and forecasts.

• Degree: Bachelor
• Age: Unlimited
• Job type : Permanent
• Probationary period: 2
• Working time: Mon – Fri, and Saturday every 2 weeks (9 AM – 6 PM), 25 days/months
• Benefit:

  Promotion opportunities
  Periodical bonus: twice/year
  Position promotion, salary increase: once/year
  13th-month salary
  Insurances followed Vietnamese Labor Law
  Bonuses, gifts for Holidays
  Activities: Birthday party, Employee engagement activities

• Holidays: 12
• Salary: Competitive