Operation Manager (Tele Customer Service Center - E-commerce)


Tan Binh District, HCMC


Lên đến 1300$

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Employer information

Job code :
Job level :

Quản lý

Industry :

Customer Service

Working time :
Monday - Friday, 08:00 - 17:00
Number of recruitment :

Job description

J5502 - Our client: A Japanese company specialized in BPO outsourcing services.
Position: Operation Manager (Tele Customer Service Center - E-commerce)
Working location: Tan Binh District, HCMC
Working hour: Monday - Friday, 08:00 - 17:00

- Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
- Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
- Reporting to General Manager/CC Director for any abnormalities in operation.
- Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients.
- Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset.
- Following and making sure all team members are actively involved activities.
- Service Improvement and Motivation Program.
- Taking part in improving quality of all units in CX & System within agreed development period.
- Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
- 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 company’s Client.
- Provide Activity Report as Team performance report daily, weekly and monthly bases.

General requirements

- Over 30 years old.
- At least 3 year-experience in leading an in-bound team in Call Center environment.
- Have experience in Supervisor position or above at least for 2 years.
- Experience in performance management desired
- Project management experience, able to work independently on multiple concurrent initiatives.
- English at communication level.
- Proved ability to do staffing and scheduling.
- Ability to do multitasks and highly adapt to constantly changing environment.
- Excellent oral, written and interpersonal communication skill.
- Demonstrated problem-solving skills, strategic and analytical capabilities.
- Intermediate to advanced reporting skills.
- Moderate ability to identify and analyze data for trends and forecast.


- Salary range: up to 30,000,000 VND Gross
- Bonus twice a year
- Salary review once a year
- Company trip, annual health check
- Full insurance and income tax according to Vietnam Labor Law

Ms. Phuong Dang
Tel: 028 6658 4706
Email: phuong.dang@jellyfishhr.com - mage.ca@jellyfishhr.com

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Ms. Phuong Dang
028 6658 4706
Selection process:
- Bước 1: Phỏng vấn tại Jellyfishhr.com
- Bước 2: Phỏng vấn tại Nhà tuyển dụng

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