Mô tả công việc – 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 2 © 2016 Concentrix Corporation – Confidential. All Rights Reserved. – 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.
Kinh nghiệm / Kỹ năng chi tiết – Candidate must have Bachelor’s degree in perations management or related field. – Very exellence in English – 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
Mô tả Loại công việc Nhân viên toàn thời gian Cấp bậc Quản lý / Trưởng phòng Học vấn Cử nhân Giới tính Nam / Nữ Ngành nghề Tư vấn , Dịch vụ khách hàng
Thông tin liên hệ Tên liên hệ: Ms. Lý 06th FL, QTSC 9 Building, Quang Trung Software City, Tan Chanh Hiep Ward , Quận 12 , Hồ Chí Minh , Viet Nam – Please send your application by online, or direct to Nhận hồ sơ bằng ngôn ngữ: Tiếng Anh (Chỉ nhận hồ sơ Tiếng Anh)