Operations Manager

Mô tả Công việc

• Managing an Outbound team comprises Supervisor, QA and Telesales in all aspects of a call center context.

• Supervising a dynamic team to support transcosmos’ Client managed services to team members through monitoring, briefing, coaching, and others.

• Planning and executing strategically to making sure all team members are actively involved and work closely to achieve team and individual KPIs

• Taking decisions about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.

• Reporting to General Manager/CC Director for any abnormalities in operation

• 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 transcosmos’ Client

• Monitor & Provide Activity Report as defined by the project & clients

• Attending periodic meetings with Clients to share insights and highlights of operation.

• Attending to ad-hoc tasks as assigned by the General Manager or Client.