OPERATIONS MANAGER (E-COMMERCE)
Location: QTSC1 Building, Quang TrungSoftware City, District12, Ho Chi Minh City
Working Time: 5 days/week, rotating shift.
Language Proficiency: English, Japanese is big plus
About Concentrix
Concentrix Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world's best brands including over 100 Fortune Global 500 clients and over 125 new economicclients. Every day, from more than 40 countries and across c continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy + Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public- sector.
Visit www.concentrix.com to learn more.
About the job
The Role
The responsibility of the Operations Manager is for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
Duties and Responsibilities
- Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
- Establishing and managing relationships with stakeholders
- Oversight of team organizes resources, sets goals, carries out strategy from Executives and client on a day-to-day basis; reporting responsibilities
- Responsible for following agreed governance model, escalation & communication plan
- To ensure team members achieve agreed standards in relation to their job assignments.
- To ensure training of new staff on the corporate policy rules to be adhered to
- To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
- To monitor and document work schedule of staff and absences.
- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
- Taking weekly and monthly calls with clients to understand the expectations of the teams and provided updates
- Identify and drive continuous improvements and initiatives in process
- Coach & mentor Team lead so that they are able to manage their teams better
- Hiring leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
- To ensure that all internal customer queries are followed up on a timely basis
Hiring Requirements
- Candidate must have bachelor's degree in operations management or related field.
- At least 04 years of professional experience in Operation Management/Customer Service in Call Center or E-commerce and 1 year as Manager
- Must possess effective communication skills (written and verbal)
- Flexible 24/7 environment
- Ability to work under pressure
- Corporate and process mind
- Excellent communication and quality orientation
