Operation Team Leader

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.