WE NEED YOU:

Operations & Performance Management

• 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.

Team Development

• 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.

Client & Stakeholder Relationship

• 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.

Business Planning & Reporting

• 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.

Cross-functional Collaboration

• 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.

Fraud Prevention & Information Security

• 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.

JOB REQUIREMENTS

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.

BENEFITS

• Competitive salary (Negotiable)

• Professional working environment in a global BPO company

• Career development and advancement opportunities

• Performance-based evaluation and growth roadmap

• Full benefits in accordance with Vietnamese Labor Law