Mô tả công việc

• Supervise and manage team schedule adherence, overtime, and change requests while maintaining team motivation.
• Monitor team performance and service quality; drive continuous improvement through coaching and feedback.
• Ensure compliance with operational policies, guidelines, and client requirements.
• Use performance data to identify gaps, root causes, and action plans to improve KPIs.
• Continuously develop agents’ skills and performance through coaching, guidance, and upskilling activities.
• Promote team cohesiveness to achieve performance targets.
• Oversee onboarding, training effectiveness, and performance management.
• Conduct performance appraisals and Individual Development Plan (IDP) discussions.
• Work towards achieving agreed KPIs and SLAs with clients.
• Ensure accurate, timely, and professional communication with internal teams and clients.
• Validate all information before sending to clients to ensure accuracy and completeness.
• Support capacity planning, staffing, and scheduling strategies.
• Utilize forecasting techniques and data analysis to predict call volumes and resource requirements.
• Generate and present performance reports for internal and client review.
• Monitor operations to minimize costs and maximize efficiency and profitability.
• Partner closely with Quality, Training, HR, and Workforce Management teams.
• Collaborate with other departments to achieve common project goals.
• Manage skill transitions or changes of team members when required.
• Ensure strict adherence to company rules, IT security policies, and data confidentiality.
• Understand non-compliance and fraud policies; report any suspected risks or violations promptly.

Yêu cầu công việc

Education & Experience

• Minimum 2+ years of people management experience, managing teams of 50+ headcount.
• Proven experience managing KPIs, SLAs, and large-scale operations.
• Experience in BPO / Contact Center environment is required.
• Experience in Trust & Safety / Content Moderation / Online Operations is a strong plus.
• Ability to manage sensitive or disturbing content responsibly.

Skills & Competencies

• Strong leadership, coaching, and people management skills.
• Solid operational knowledge, including scheduling, forecasting, and reporting.
• Strong problem-solving, analytical, and critical-thinking skills.
• Good communication skills (written & verbal), able to work with internal and external stakeholders.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Fluent English (spoken & written).
• Minimum typing speed: 50 WPM.
• Willing to work weekends and public holidays when required.