Team Leader, Operation (Travel App)
Gratitude IncTeam Leader, Operation (Travel App)
Job Description
Key Skills
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ROLE : Team Leader, Operation
LOCATION : District 12, Ho Chi Minh City
Role & Responsibilities:
Operation Compliance Management
• Recruitment, mentoring and training up junior and new staffs
• 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 SMEs/QAs/Trainers to gather feedback
regarding productivities and quality problems for service improvement.
Business Management Responsibilities
• Work with workforce management tools and business tools to monitor calls and
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)
• Ready to work some assignments from Ops Lead
Requirement:
• Fluency in English (Speaking, listening, writing and reading). working 100% English.
• University/Colleges required.
• 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center
environment.
• Experience in a high-growth organization strongly preferred.
• Must be available to work 24/7. Working 5 days, 2 days off per week (depend on the Ops
schedule)
*Salary: Max $790
Role
Any Other
Timings
Australian Shift (Permanent)
Industry
Telecom / ISP
Work Mode
NA
Process
Chat
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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