Job vacancy Chief Operating Officer (Call Center Service)

COMPANY OVERVIEW

JAC's client is a global business service firm is currently looking for a potential candidate for the Delivery Project Executive - Operations (Call Center Service)

JOB RESPONSIBILITIES

• Service Delivery – achieving all key contractual SLAs
• Day to day Client management
• 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

JOB REQUIREMENTS

• Vast experience (hands on) in contact center/outsourcing space
• Currently at Senior Manager role (min 100HC) that can lead the operations team including Operation Managers and Team Leads. Have capability of building a high-performance culture of inspiration and motivation.
• Can provide high-level advice on strategic planning, performance management and continuous service quality improvement.
• Undertake the development, implementation, monitoring and reporting of the Operations Plan to meet the goals.
• Can work with the Senior Management Team both inhouse/agency to improve performance, service quality, processes, and information flow
• Knowledge of leading delivery with Voice business services is mandate bility to monitor efficiency parameters (seat utilization / shrinkage / attendance management / retention etc)
• Ability to work under pressure and adapt & drive the team to meet constant changing dynamics
• 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 of driving key customer metrics like NPS/ CSAT
• Fundamentally a strong people manager. Should be able to guide a team to success

BENEFITS

• 13th salary + attractive company bonus every month/year
• 14 days annual leave
• Social insurance, health insurance, unemployment insurance and other benefits
• Dynamic and sociable working environment.

Apply online or feel free to contact me directly for more information about this opportunity. Due to the high volume of applicants, we regret to inform you that only shortlisted candidates will be notified. Thank you for your understanding.
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₫75,000,000 - ₫120,000,000 Monthly (VND)

4 Sep, 2024 (122 days left)