Operation Manager

Job Detail
  • Salary:
  • Level: Trưởng phòng
  • Gender: Nữ
  • Toàn thời gian
  • 21 Applications
  • 3.526 Views
Job description
- Managing telesales team comprises of Team Leaders, Trainer, QA and telesales agents in all aspects of a call center context.
- Supervising a dynamic team to support Company’ 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.
- Taking decision about problems that occurred in the entire program that supports service Contact Center Company’ Client and its analysis.
- Reporting to General Manager/CC Director for any abnormalities in operation
- Responsible for monitoring Telesales agents in terms of quality and quantity to meet operational requirements from Clients
- Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset
- Following and making sure all team members are actively involved activities Service Improvement and Motivation Program
- Taking part in improving quality of all units in CX & System within agreed development period
- Making sure all team members are actively involved and work closely to achieve team and individual KPIs
- Developing personal performance and team members such as training, briefings, seeking information latest, and others
- Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
- Doing the responsibility and authority in accordance with the business processes defined by
Company’s 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.
Job Requirement

- At least 3 year-experience in leading Telesales team in Call Center environment

- Strong determination of KPI achievement
- Strong personality and leadership
- Proved ability to do staffing and scheduling
- Ability to effectively manage cross-functional projects
- Experience as team lead, supervisor, or manager desired
- Experience in managing to performance targets desired
- Ability to do multitasks and highly adapt to constantly changing environment
- Excellent oral, written and interpersonal communication skill
- Good at English is required
- Project management experience, able to work independently on multiple concurrent initiatives
- Demonstrated problem-solving skills, strategic and analytical capabilities
- Intermediate to advanced reporting skills
- Moderate ability to identify and analyze data for trends and forecast
- Minimum of a bachelor degree in relevant field.
- Disciplined and high motivated to motivate and encourage team for improvement
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