Operations Manager I (Vietnamese)

**THIS ROLE ONLY REQUIRES Vietnamese NATIVE SPEAKERS** Responsibilities - Hiring, training, coaching, and leading call center representatives as they provide support for customers. - Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be solved by representatives - Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees. - Assisting other management team members in identifying trends and establishing call center goals. - Ensuring staff members are achieving desired service levels and taking corrective action, as needed. - Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. - Taking on other tasks or projects to support employees, other managers, and call center operations. Environment: - Degree or equivalent. - More education or experience in a related field may be preferred. - Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. - Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. - Knowledge of management principles and familiarity with company products, services, and policies. - Strong coaching and leadership skills, Ability to motivate employees. - Decisiveness and attention to detail. - Proficiency with the necessary technology, including computers, software applications, phone systems, etc.