• Company: Thientu BPO
• Location: 145B Nguyễn Đình Chính, Ho Chi Minh
• Employment Type: Full-Time
• Department: Operations / Customer Experience
• Reports To: CEO and Operations Director

Role Overview

Thientu BPO is seeking an experienced Senior Customer Contact Center Manager to oversee all BPO customer service operations and lead a high-performing in-house service team. The ideal candidate will have strong expertise in service delivery, customer experience, and operational excellence. This role partners closely with the CEO and Operations Director and plays a critical part in scaling new client operations and improving company-wide service performance.

1. Operations & Service Delivery (40%)

Oversee end-to-end delivery of customer contact center operations across multiple BPO accounts.

Monitor and improve KPIs: CSAT, NPS, AHT, FCR, response time, and resolution rate.

Ensure strong performance across all support channels (phone, email, chat, social media).

Guarantee SLA compliance and service quality with internal and client standards.

Optimize processes and strengthen operational workflows.

2. Team Leadership & Workforce Management (20%)

Lead, supervise, and mentor in-house service teams including leaders, supervisors, and agents.

Implement training, upskilling, and performance development programs.

Conduct regular performance reviews and coaching sessions.

Oversee WFM: shift planning, capacity forecasting, and queue management.

Build a high-performance, customer-focused culture.

3. Customer Experience & Process Improvement (10%)

Analyze customer feedback, QA insights, and operational trends to identify improvement opportunities.

Drive initiatives to lift FCR, NPS, CSAT, and service consistency.

Implement automation, AI-assisted tools, and workflow enhancements.

Standardize processes and promote operational best practices.

4. Stakeholder & Client Management (20%)

Serve as the main point of contact for client communication and service alignment.

Join new client introduction meetings and capability discussions.

Participate in bidding activities, proposal preparation, and client presentations.

Ensure expectations and SLAs are clearly defined and operationally feasible.

Partner with internal teams (Quality, WFM, Training, Tech, Product) to optimize workflows.

Lead new client onboarding to ensure smooth operational transition.

5. Reporting & Analytics (10%)

Prepare performance reports for clients and senior leadership.

Use analytics to refine resource planning and operational strategy.

Present data-driven insights and improvement recommendations to the CEO and Operations Director.

Ensure reporting accuracy and transparency.

Qualifications & Requirements

Bachelor’s degree in Business, Management, Operations, or related fields.

At least 5+ years of experience in customer service management (BPO strongly preferred).

Minimum 5 years in a leadership role, managing medium-to-large in-house teams.

Strong knowledge of KPI governance, SLA adherence, and customer experience optimization.

Demonstrated success in leading high-performance teams and driving operational improvements.

Experience participating in client meetings, RFP/RFQ bidding processes, and capability pitches.

Strong analytical and decision-making skills.

Excellent English communication skills; Chinese is an advantage.

Proficiency in customer service platforms (Salesforce, Zendesk, Avaya, NICE, Genesys, WFM tools, AI chatbots)