Call Center/Operation Manager (relocate to Vietnam)

Essential Functions/Core Responsibilities

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 Profile

Working under the pressure

Fluency in English (Speaking, listening, writing and reading). working 100% English.

University/Colleges required.

5 years minimum supervising/leading a team of 50 or more people, in a call center/contact center environment.

Experience in travel project is a plus

Able to 24/7, shift time will follow client demand (No fixed shift)

Working 5 days, 2 days off per week ( depend on the Ops schedule)

Working Location: District 9, Ho Chi Minh City, Vietnam