[Concentrix] Team Leader Operation [150]

Link JD: https://viectop.com.vn/viec-lam/concentrix-team-leader-operation-150-3543.html

• 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