The Call Center Manager will be responsible for overseeing the daily operations of the OTA customer service center. This role requires strong leadership, operational management, and customer experience enhancement skills to ensure service excellence in a high-paced, digital travel environment.

Key Responsibilities:

1. Team Leadership & Management (30%)

• Recruit, train, and develop a high-performing call center team.
• Set clear objectives and KPIs for call center agents, focusing on customer satisfaction and service efficiency.
• Monitor agent performance, conduct evaluations, and implement retention strategies.
• Develop leadership among team leaders and supervisors through mentorship and coaching.

2. Operational Oversight (20%)

• Manage omnichannel customer service (calls, chat, email, social media, etc.).
• Monitor key performance metrics such as response time, first-call resolution, and service quality.
• Optimize operational workflows to enhance service efficiency and agent productivity.
• Ensure compliance with company policies, industry standards, and data privacy regulations.

3. Customer Experience Enhancement (20%)

• Analyze customer feedback and service trends to improve service delivery.
• Implement strategies to enhance customer satisfaction (CSAT), Net Promoter Score (NPS), and first-contact resolution (FCR).
• Handle escalated customer complaints and complex service issues efficiently.

4. Technology & Process Management (10%)

• Manage call center technologies, including CRM and ticketing systems.
• Oversee system access, data security, and digital customer engagement tools.
• Drive the adoption of automation and AI-driven customer support tools.

5. Reporting & Analytics (10%)

• Provide weekly, monthly, and quarterly reports on team performance and service trends.
• Conduct root cause analysis on service issues and propose solutions for improvement.
• Collaborate with senior management to develop service innovation strategies based on data-driven insights.

6. Collaboration & Cross-Departmental Coordination (10%)

• Work closely with Product, Marketing, and Operations teams to align service offerings with business goals.
• Partner with the Quality Assurance and Training teams to improve agent performance and service quality.
• Participate in OTA business planning and customer experience enhancement initiatives.

Job Requirements:

• Minimum 3+ years of experience as a Call Center Manager in the OTA, travel, hospitality, or e-commerce industries.
• Experience in global companies or high-volume customer service operations is a plus.
• Strong leadership skills with the ability to motivate, coach, and retain a customer service team.
• Expertise in customer experience strategies, service quality management, and operational efficiency.
• Proficiency in CRM tools, ticketing systems, and AI-powered customer support solutions.
• Strong problem-solving, decision-making, and conflict resolution skills.
• Excellent communication, presentation, and interpersonal skills.
• Bachelors degree in Business Administration, Hospitality, or a related field (preferred).
• Fluent in English; additional language proficiency is an advantage.

Working Conditions:

• Schedule: Monday Saturday (08:30 AM 5:30 PM); call center operates 24/7.
• Location: 145B Nguyen Dinh Chinh Street, Ward 11, Phu Nhuan District,
  Ho Chi Minh City, Viet Nam