Operations Manager (District 12, Mandarin Line)

OPERATIONS MANAGER (Mandarin Line)Location: 08th Floor, TechValley Tower, Quang Trung Software Park, District 12, Ho Chi MinhWorking Time: 5 days/week.Language Proficiency: Chinese Mandarin + EnglishAbout ConcentrixConcentrix Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economicclients. Every day, from more than 40 countries and across c continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy + Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public- sector.Visit www.concentrix.com to learn more.About the jobThe RoleThe responsibility of the Operations Manager is for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.Duties and ResponsibilitiesManaging the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfactionEstablishing and managing relationships with stakeholdersOversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day-to-day basis; reporting responsibilitiesResponsible for following agreed governance model, escalation & communication planTo ensure team members achieve agreed standards in relation to their job assignments.To ensure training of new staff on the corporate policy rules to be adhered toTo ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedulesTo monitor and document work schedule of staff and absences.Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growthTaking weekly and monthly calls with clients to understand the expectations of the teams and provided updatesIdentify and drive continuous improvements and initiatives in processCoach & mentor Team lead so that they are able to manage their teams betterHiring leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition managementTo ensure that all internal customer queries are followed up on a timely basisHiring RequirementsCandidate must have bachelor’s degree in operations management or related field.At least 04 years of professional experience in Operation Management/Customer Service in Call CenterMust possess effective communication skills (written and verbal)Flexible 24/7 environmentAbility to work under pressureCorporate and process mindExcellent communication and quality orientation