WE NEED YOU:

• Manage the day-to-day operations and ensure delivery of all client KPIs and targets.
• Develop and implement strategies to optimize operational efficiency, including process improvements, resource allocation, and workforce management.
• Responsible for monitoring agents in terms of quality and quantity to meet operational requirements from Clients.
• Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
• Conduct regular one-on-ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, IT - and partner to define action plans that resolve issues and drive continuous improvement.
• Provide Activity Report as Team performance report daily, weekly, and monthly basis.
• Attending Weekly Meetings with Clients to share insights and highlights of operations.
• Attending to ad-hoc tasks as assigned by the Senior Operation Manager/General Manager or Client.

WORK LOCATION:

• Scetpa Building, 19A Cong Hoa, Ward 12, Tan Binh District, HCMC.

WORKING TIME:

• Monday – Friday, and Saturday every 2 weeks, from 8 AM - 5 PM.
• Working from home starting from the third month.

REQUIREMENTS:

• Minimum 2 years of experience as an Operations Manager or in a similar role.
• Fluency in Korean (equivalent to TOPIK 5) is mandatory.
• Proficiency in English communication is an advantage.
• Experience in E-Commerce, Retail is preferred.
• Strong leadership skills with the ability to motivate and inspire a diverse team.
• Excellent analytical and problem-solving abilities, with a track record of driving process improvements and achieving operational efficiency.
• In-depth knowledge of contact center operations, including workforce management, quality assurance, and performance metrics.
• Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers, team members, and stakeholders.
• Ability to thrive in a fast-paced and dynamic environment, managing multiple priorities and deadlines.
• Willingness to work a flexible schedule.

BENEFITS:

• Sign-On Bonus (1-month salary) for the candidate who has onboarded before Lunar New Year.
• Opportunity to participate in direct training in South Korea.
• Competitive salary (negotiable) with annual raises and promotion opportunities.
• Biannual performance bonuses and a 13th-month salary.
• Full insurance per Vietnamese Labor Law + additional 24/7 health and accident insurance.
• Employee engagement activities, Holiday bonuses, and gifts.
• Multinational work environment with global clients and expert teams.
• Opportunities to collaborate with leading companies and high-expertise regional/ global teams.