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Operation Manager

1 month ago

บางนา กรงเทพมหานคร, Thailand PRTR Full time

Our client is a services company specializing in engaging with good customer service and improving the performances of businesses.
- Analyzing and maintaining all Client Service Level Agreements; implementing the improvement plans as needed.
- Selecting, training, developing and managing the performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.
- Managing and reviewing the operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
- Creating and maximizing relationships with client partners.
- Providing leadership and guidance to direct reports to ensure consistent administration of company policies and standards; defining and implementing any corrective actions needed to meet operational performance.
- Being able to conduct regular one-on-ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.
- Creating a positive work environment through employee engagement; resolving employee relation issues in a professional and timely manner.
- Participating in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. and partner to define action plans that resolve issues and drive continuous improvement.
- Implementing best practices and over-deliver for clients, driving consistent performance, evaluating the staffing needs, with input from BD and Client, and making adjustments to meet changing requirements.
- Attending the business reviews with the client.
- Handling team of team leaders.

**Qualification**
- Vietnamese only with Bachelor's Degree in any field.
- Experience in Call Center for more than 5 years with the management team.
- Good command of English.
- Ability to coach and develop action plans, which maximize performance, and provide effective feedback.
- Willingness to work a flexible schedule.