Operations Manager (BPO) - English Fluent - HN, HCM

YOU WILL:

The Operations Manager shall have responsibilities pertaining only to this function. The Operations Manager should be present at all operational reviews, plus all strategic reviews and ad hoc meetings. The Operations Manager shall be ultimately responsible for operational management to fulfill Microsoft requirements including but not limited to readiness, quality and eminency.

❖ Leadership

• Manage Customer Service and support Contact center operation.

• Provide feedback & coaching to Team Manager

• Power to impact and influence – gain support from others to achieve the desired outcome.

❖ People Management

• Motivate CSRs and Team Managers

• Provide Improvements Action Plans and reports.

• Identify strengths and weaknesses to help operational and professional development. ❖ Set goals and expectations

• Assure compliance of metrics & procedures

• Contingency Plan Implementation and Activation

• Monitor customer request volumes vs. Customer Service Professional availability.

• Present monthly operational reports

❖ Communication and Collaboration

• Communicate policies & procedures to Team Managers to ensure performance results.

• Cross group Collaboration

• Partner with individuals or organizations to increase the satisfaction of our customers.

❖ Ownership and Accountability

• Proactively take the ownership of the project, consider benefits to project/company and add value to the project and make contribution.

• Be accountable to any tasks assigned by client and by company.

❖ Drive Results

• Apply strategic thinking to focus on the results and goals to achieve with end Customers.

OUR IDEAL CANDIDATES:Yêu cầu công việc

OUR IDEAL CANDIDATES:

• Fluency in English (additional Chinese proficiency is a plus)

• At least 3 years of experience as an Operations Manager in IT industry or B2B services. • Tech-savvy with strong technical aptitude

• Strong in following skillsets: o Service / Soft skill communication o Presentation o Planning, Resource Organizing, Data Analyzing o Customer Orientation & Relationship Management o Internal cooperation and coordination

• COPC certification is a plus

WHY US?

• Salary at 100% during the probationary period

• 90% contribution of the gross salary to social insurance

• An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance

• 20 days leave (12 days of annual leave and 8 days of sick leave)

• Training will be offered

• Full work equipment will be provided

• Annual Health Checkup

• Activities: Birthday party, Employee engagement activities.

OTHERS:

Working location: required to work on-site at all iTechwx offices in Ho Chi Minh City.

o Opal Tower, 92 Nguyen Huu Canh St., Thanh My Tay Ward, Ho Chi Minh City.

o VISTA Building, 19 Tan Cang St., Thanh My Tay Ward Ward, HCM City

o The Sun Avenue Building, 28 Mai Chí Thọ St., An Phú Ward, HCM City

• Working time: 9am – 6pm, but flexible to change to night shift

• 5 days per week with 2 flexible days off.

• Flexible availability, willingness to work both day and night shifts

Quyền lợi

• Thưởng: An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance
• Chăm sóc sức khoẻ: 90% contribution of the gross salary to social insurance.
  Annual Health Checkup.
• Nghỉ phép có lương: 20 days leave (12 days of annual leave and 8 days of sick leave)
• Đào tạo: Training will be offered
• Máy tính xách tay: Full work equipment will be provided
• Hoạt động nhóm: Activities: Birthday party, Employee engagement activities
• Khác: Salary at 100% during the probationary period