General Manager (Call Center Manager)
FindTalent's Clients
Thông tin tuyển dụng
- Nơi làm việc: Hồ Chí Minh
- Ngành nghề: Dịch vụ khách hàng , Nhân sự , Bán hàng / Kinh doanh
- Cấp bậc: Giám đốc
- Hình thức làm việc: Nhân viên chính thức
- Mức lương: Thỏa thuận
Mô tả công việc
- The Role:
We are looking for a seasoned Operations professional for Vietnam. The identified resource is expected to manage the delivery & operations for a Delivery client. This individual will lead client engagement and will be fully responsible for delivering client. He / She will proactively engage/work with all support functions - Hiring, Training, Quality (transactional & process improvement), and Finance for success of the account. He/She is responsible for Employee Engagement, Retention, mapping career paths, employee development, and creating a culture of ownership amongst staff. He / She will be responsible for financial performance of the account. - Key Responsibilities:
- Lead all client and internal calls for the process, single point of contact.
- Direct WFM, Training, and other shared services for optimum functioning of account.
- Single point of contact for all financial decisions regarding the account.
- Manage attrition and career planning of all employees within span of control.
- Grow account strategically to increase top line for the organization.
- Manage and improve profitability of the account.
- Ensures continuous improvement in service delivery through Process improvement initiatives.
- Undertake the development, implementation, monitoring and reporting of the Operations Plan to meet the goals.
- Work with the Senior Management Team both inhouse/CNX to improve performance, service quality, processes, and information flow.
Yêu cầu công việc
- Currently work as Senior Manager role (min 100HC), experience in operations team lead.
- Knowledge of leading delivery with Voice business services mandates.
- Experiences in hands-on contact center/outsourcing space.
- Ability to monitor efficiency parameters (seat utilization / shrinkage /attendance management / retention etc).
- Ability to manage client expectations and drive high e-Sat / VOC.
- Strong financial management acumen. Understanding of P&L.
- Strong understanding of contracts and key BPO dynamics governing them.
- Strong customer service orientation and client management skills
- Robust experience in driving key customer metrics.
- This position is only for Vietnamese people.
Kỹ năng công việc cần có
Client Relation BPO Client Service Client Management
Thông tin công ty
- FindTalent's Clients
- TS2, Suite 204, The Tresor Building 39 Ben Van Don St, W.12, Dist..4, HCMC
- Quy mô: 25 - 99
Findtalent.vn is a Professional Recruitment Agency in Vietnam. We are a qualified service offering total recruitment solutions from non-management to executive management level.
With management board who have over 15 years of experience in the field of online business and 10 years in...
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