Manage the day-to-day operations and ensure delivery of all client KPIs and targets.
Develop and implement strategies to optimize operational efficiency, including process improvements, resource allocation, and workforce management.
Responsible for monitoring agents in terms of quality and quantity to meet operational requirements from Clients.
Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
Conduct regular one-on-ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, IT - and partner to define action plans that resolve issues and drive continuous improvement.
Provide Activity Report as Team performance report daily, weekly, and monthly basis.
Attending Weekly Meetings with Clients to share insights and highlights of operations.
Attending to ad-hoc tasks as assigned by the Senior Operation Manager/General Manager or Client.
Job Requirement
Proven experience as an Operation Manager or similar role.
Having experience in Content Moderation is a plus.
Fluent English both spoken and written.
Strong leadership skills with the ability to motivate and inspire a diverse team.
Excellent analytical and problem-solving abilities, with a track record of driving process improvements and achieving operational efficiency.
In-depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.
Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
Ability to thrive in a fast-paced and dynamic environment, managing multiple priorities and deadlines.
Willingness to work a flexible schedule.
Work location
Ho Chi Minh
4th Floor, Pico Building, 20 Cong Hoa Street, Ward 12, Tan Binh District, HCMC
More Information
Degree:
College
Other extras: - Employee engagement activities, Holiday bonuses, and gifts.
Probationary period: - 2 months
Age:
Under 38
Working time: - Monday – Friday, and Saturday every 2 weeks.
Colleagues:
- Multinational work environment with global clients and expert teams.
- Opportunities to collaborate with leading companies and high-expertise regional/ global teams.
Benefit:
- Competitive salary (negotiable) with annual raises and promotion opportunities.
- Quarterly, Biannual performance bonuses and a 13th-month salary.
- Full insurance per Vietnamese Labor Law + additional 24/7 health and accident insurance.
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