RESPONSIBILITIES

• Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
• Performance management: career counseling, coaching, performance development, 1:1’s mentoring, Team huddle, Ops calibration etc… to make sure the team achieve the glide goal.
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
• Control Team roster to be efficiencies and work with QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.
• Work with workforce management tools and business tools to monitor 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 Global team & build up client relationship and handle all reports (if needed).

REQUIREMENTS

• 1 year minimum supervising/leading a team of 10 or more people, in a call center/contact center environment.
• Experience in a high-growth organization strongly preferred.
• English communication skills.