A Call Center Manager plays a crucial role in overseeing the operations of a call center. This position requires a blend of leadership, organizational skills, and a deep understanding of customer service principles.

[1] - Job requirements:

Team Leadership and Management (30%)

Recruit, train, and oversee call center operations.

Set clear objectives and determine key performance indicators (KPIs) for both individual members and teams.

Managing employee retention and reducing turnover.

Conduct regular performance evaluations and provide feedback.

Operational Oversight (20%)

Oversee omnichannel communication (including call, chat, live chat, email, and more...)

Monitor call center performance (Productivity, and Quality metrics) and implement strategies to improve efficiency.

Maintaining high customer satisfaction: Balancing efficiency with quality of service.

Ensure compliance with company and project policies and procedures.

Manage budgets and resource allocation effectively.

Customers experience enhancement (20%)

Analyze customer feedback to improve delivery service.

Develop and implement customer service strategies.

Resolve escalated customer issues and complaints promptly.

Technology and Tool Management (10%)

Oversee the implementation of call center technologies and tools.

Oversee and control personnel access permissions within the system.

Train staff on new technologies and software.

Report (10%)

Report directly to the Senior Operations Manager.

Thoroughly analyze the quality results to develop improvement plans.

Prepare high-quality reports on a weekly, monthly, quarterly, and yearly basis.

Collaboration (10%)

Coordinate with the quality department to maintain and improve agent quality.

Partner with other departments on different initiatives aimed at improving team performance.

Carry out additional tasks assigned by the line manager.

Carry out additional tasks assigned by the line manager.

[2] - Skills requirements:

Candidates of any gender with a minimum of 03 years' experience in a call center as a Call Center Manager, particularly within the transportation, e-commerce, or retail industries.

Experience with global companies is an advantage.

Exceptional organizational and team leadership abilities.

Ability to adapt to various operational challenges.

Strong communication and presentation skills.

An initiative-driven mindset combined with a strong attention to detail in every task.

Competent in both collaborative team environments and independent work.

A bachelors degree or higher is preferred.

Proficiency in English is essential.

[3] - Report line:

Senior Operations Manager [4] - Working time:

From Mon Sat (08:30 17:30)

Operating Hours: Available 24/7, 365 days

[4] - Benefits:

Engage in social security, health insurance, unemployment insurance, and trade union activities as outlined by the Labor Law.

Take part in soft skills training and explore advancement opportunities.

Evaluate KPIs and project bonuses.

Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1. Participate in team-building activities [6] - Start work:

Onboard:  March 2025

[5] - Salary:

Negotiate

Location: 6 Thang Long, Tan Binh, HCMC