Team Leader, Operation

Công Ty TNHH Vietnam Concentrix Services

• Website: concentrix.talentnetwork.vn

Job Descriptions:

Operation Compliance Management 

• Recruitment, mentoring, and training of junior and new staff  
• Ensure all staff are well trained & live with the skills smoothly executed & follow their daily operation workflow.  
• Performance management: career counseling, coaching, performance development, 1:1 mentoring, Team huddle, Ops calibration, etc… to make sure the team achieves the gliding goal. 
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.  
• Control Team roster to be efficient and work with SMEs/QAs/Trainers to gather feedback regarding productivity and quality problems for service improvement.  

Business Management Responsibilities 

• Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved 
• Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations) 
• Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build up the project. Working with the Global team & building up client relationships and handling all reports (if needed) 
• Ready to work on some assignments from the Ops Lead 

Requirements:

• Fluency in English (Speaking, listening, writing, and reading). working 100% English. 
• University/Colleges required.  
• 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.  
• Experience in a high-growth organization is strongly preferred.  
• Must be available to work 24/7. Working 5 days, 2 days off per week (depending on the Ops schedule)

Benefits:

• Salary: From 16 to 20 mil VND
• Can work day and night shifts (night work allowance 30% LCB)

Location:

• District 12, Ho Chi Minh City