Recruitment for Head of Operations at HR1Vietnam Holdings

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Salary:

Negotiable Salary
Experience:

Over 1 year(s)
Job type:

Permanent
Level:

Experienced / Junior
Industry:

Consulting - Operations
Work location:

Hồ Chí Minh

Job Description

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 Requirement

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/CNX to improve performance, service quality, processes, and information flow
Knowledge of leading delivery with Voice business services is mandate
Ability 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 managementskills
Robust experience of driving key customer metrics like NPS/ CSAT
Fundamentally a strong people manager. Should be able to guide a team to success

Apply now

HR1Vietnam Holdings

Company size:

100 - 499
Address:

12th Floor HDTC BUILDING, 36 Bui Thi Xuan Str., Ben Thanh Ward, Dist.1, HCM City, Hồ Chí Minh
Website:

www.hr1vietnam.com

HR1Vietnam Holdings has over 10 years of experience and has been nationally well-known as the Leading professional recruitment Firm and trusted in the market.

HR1Vietnam Holdings with more than 200 professional consultants nationwide, specializes in recruiting professionals in different positions for multiple organizations around Vietnam and APAC, connects with highly qualified Candidates for specialists, mid to senior level and executive level positions.

HR1Vietnam Holdings is a one-stop dynamic HR services provider to support our Clients on every step of their way to grow.

View Company

Chủ Quản/Kỹ sư IT

HR1Vietnam Holdings

15 - 40 Million VNĐ

Bắc Ninh

02/05/2024

Chủ Quản/Kỹ Sư TE/TD

HR1Vietnam Holdings

15 - 40 Million VNĐ

Bắc Ninh

02/05/2024