RESPONSIBILITIES

  • Monitor daily operational target and smoothness of operation in his/her assigned domains/work streams/products/markets & resolve any escalated issues from BPO by working with multiple internal stakeholders (ie: Vendor Management team, Legal, Marketing, Product, Market Managers).
  • Work closely with BPO operational teams (ie. Manager, Team Leader) to ensure BPO KPI is met & no disruption on daily operational metrics by influencing, giving regular feedback, giving operational strategy direction to BPO and set proper monitoring system.
  • Understand overall Customer Care OKR & its relation to his/her work plan/target, translating it to meaningful action plan (short/medium/long term) to be executed by BPO team.
  • Obtain deep knowledge, experience & expertise in his/her assigned domains/work streams/products/markets such as understanding the detailed work being done by BPO and the ideal processes involved (internally & externally outside Cust. Care organizations) as well familiar with COPC standards.
  • Leverage the knowledge & expertise to proactively give meaningful feedback/inputs to other stakeholders and act as thinking partner for operational related matter, including and not limited to providing insight & improvement ideas in relations to the assigned domains/work stream/products/markets
  • Build good relationships with BPO operational teams & communicate effectively to internal & external stakeholders for operational related issues in his/her work domain.
  • Externally focused by staying updated with competitor movement & market situation on his/her work domain and able to propose corrective actions

QUALIFICATIONS

  • At least 3 years’ experience in call center/customer support.
  • Ability to effectively manage cross-functional projects.
  • Experience as team lead, supervisor desired.
  • Experience in managing to performance targets desired.
  • A strong understanding of customer service principles.
  • Experience working with a 24-hour operation desired.
  • Experience in vendor management a plus.
  • Experience in e-commerce or online business preferred.
  • Experience in flight ticketing/ GDS/ non-GDS preferred.
  • Project management experience, able to work independently on multiple concurrent initiatives.
  • Demonstrated problem-solving skills, strategic and analytical capabilities.
  • Result-oriented, problem solver, strong analytical skill, and customer-focused.
  • Excellent command of spoken and written English and Vietnamese.
  • Minimum of a bachelor degree in relevant field.

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