NHÔM ĐÔ THÀNH

Manage the day- to- day operations and ensure delivery of all client KPIs and targets.
Attending to ad- hoc tasks as assigned by the Senior Operation Manager/General Manager or Client.
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
Participate in cross- functional meetings to review information received from operational support functions- Training, HR, Quality, WFM, IT- and partner to define action plans that resolve issues and drive continuous improvement.
Responsible for monitoring agents in terms of quality and quantity to meet operational requirements from Clients.
Provide Activity Report as Team performance report daily, weekly, and monthly basis.
Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
Develop and implement strategies to optimize operational efficiency, including process improvements, resource allocation, and workforce management.
Attending Weekly Meetings with Clients to share insights and highlights of operations.
Conduct regular one- on- ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.

Minumum 2 years of experience as an Operations Manager or in a similar role.
Fluency in Korean (equivalent to TOPIK 5) is mandatory.
Excellent analytical and problem- solving abilities, with a track record of driving process improvements and achieving operational efficiency.
Proficiency in English communication is an advantage.
Experience in E- Commerce, Retail is preferred.
Strong leadership skills with the ability to motivate and inspire a diverse team.
Willingness to work a flexible schedule.
Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
In- depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.
Ability to thrive in a fast- paced and dynamic environment, managing multiple priorities and deadlines.

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Cập nhật gần nhất lúc: 2024-12-18 00:40:02