Operation Manager, Customer Service
Vietnam Concentrix Services Company Limited
20/01/2021
Permanent
Competitive
8 - 15 Years
Manager
19/02/2021
• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
• Establishing and managing relationship with stakeholders
• Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
• Responsible for following agreed governance model, escalation & communication plan • To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules • To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
• Ensure that all audit related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams better
• Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
• Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs.
• To ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business assigned.
• Candidate must have Bachelor’s degree in perations management or related field.
• Very exellence in English (can communicate with British)
• Any 3rd language (Mandarin, Japanese & Korean) is an added advantage
• At least 08 years of professional experience in Operation Management/Customer Service in Call Center or releate services, at least 03 years of senior management experience (Manager level).
• Must possess effective communication skills (written and verbal)
• Ability to work under pressure
• Corporate and process mind
• Excellent communication and quality orientation
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