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 

[5] - Salary:

Negotiate

Location - 145B Nguyen Dinh Chinh Street, Ward 11, Phu Nhuan District,
Ho Chi Minh City, Viet Nam