THIENTU BPO seeking an experienced Senior Customer Contact Center Manager to oversee all BPO projects and lead a high-performing customer service team. The ideal candidate will have a strong background in managing in-house teams, ensuring operational excellence, and driving customer satisfaction. This role reports directly to the CEO and plays a key part in optimizing customer service workflows and performance.

Key Responsibilities & Time Allocation

1. Operations & Service Delivery (40%)

• Oversee the end-to-end operations of the customer contact center for multiple BPO projects, ensuring smooth service delivery.
• Monitor, track, and improve key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores (CSAT, NPS, AHT, FCR).
• Ensure multichannel support (phone, email, live chat, and social media) is managed efficiently with high service quality.
• Maintain compliance with SLAs, internal policies, and industry best practices.

2. Team Leadership & Workforce Management (20%)

• Lead and manage a large in-house customer service team, including team leads, supervisors, and agents.
• Develop and implement employee training programs to enhance skills and performance.
• Conduct regular coaching and performance reviews, ensuring alignment with company goals.
• Oversee workforce management, including shift scheduling, workload balancing, and resource allocation.

3. Customer Experience & Process Improvement (10%)

• Analyze customer feedback, support trends, and operational data to identify areas for improvement.
• Implement strategies to improve First Call Resolution (FCR), Net Promoter Score (NPS), and overall customer experience.
• Drive initiatives to enhance service quality through automation, AI-powered chatbots, and workflow optimizations.

4. Stakeholder & Client Management (20%)

• Act as the primary contact for client communications, ensuring expectations are aligned and service standards are met.
• Work closely with internal teams (Operations, Product, and Technology) to optimize support tools and workflows.
• Oversee new project onboarding, ensuring smooth transitions and integration into operations.

5. Reporting & Analytics (10%)

• Prepare data-driven reports on team performance, customer satisfaction trends, and operational efficiency.
• Utilize analytics to refine forecasting, resource planning, and service strategies.
• Present insights and recommendations to senior management for continuous improvement.

Qualifications & Requirements

• Bachelors degree in Business, Management, Customer Service, or a related field.
• 5+ years of experience in customer service management, preferably in BPO, e-commerce, or other fast-paced industries.
• At least 5 years in a leadership role, managing large in-house customer service teams.
• Strong expertise in KPI management, SLA adherence, and customer experience optimization.
• Proven ability to lead teams, drive performance, and implement process improvements.
• Analytical mindset, capable of using data-driven insights to refine service strategies.
• Experience in change management and process enhancement initiatives.
• Excellent communication and stakeholder management skills.
• Proficiency with customer service software (Salesforce, Zendesk, Avaya, NICE inContact, AI chatbots, and workforce management tools).
• Fluent in English; fluency in Chinese is an advantage.

Location: 6 Thăng Long, Tân Bình, HCMC