• Company: Thientu BPO
• Location: 145B Nguyễn Đình Chính, Ho Chi Minh
• Department: Operations
• Reports To: Senior Operations Manager
• Working Time: MondaySaturday, 08:0017:00
• Operational Availability: 24/7, 365 days (rotational teams)

About the Role

The Operations Manager plays a critical role in overseeing the daily operations of Thientu BPO’s call center services. This position requires strong leadership, operational expertise, and the ability to balance service quality with efficiency in a high-paced environment. The ideal candidate has experience managing large teams, improving customer satisfaction, and ensuring operational excellence across multiple communication channels.

1. Team Leadership & Management (30%)

Recruit, train, and oversee call center operations staff including supervisors and agents.

Set performance objectives and establish KPIs for teams and individuals.

Drive employee retention initiatives and reduce turnover rates.

Conduct regular coaching, performance evaluations, and feedback sessions.

Foster a positive, collaborative, and performance-driven team culture.

2. Operational Oversight (20%)

Manage daily operations across all omnichannel support touchpoints: calls, chat, live chat, email, and others.

Monitor productivity, quality, and service-level performance; implement improvement plans when needed.

Maintain high customer satisfaction while balancing efficiency and service quality.

Ensure compliance with SOPs, internal policies, and client requirements

Manage operational budgets, resource allocation, and workforce planning.

3. Customer Experience Enhancement (20%)

Review customer feedback and operational data to identify service quality gaps.

Develop and implement strategies to improve CSAT, NPS, and overall user experience.

Resolve escalated customer issues promptly and professionally.

Collaborate with Quality Assurance to ensure continuous agent improvement.

4. Technology & Tools Management (10%)

Oversee deployment and usage of call center technology platforms.

Manage system access permissions and ensure secure, appropriate usage.

Train staff on new software, workflows, and digital tools.

Work with Product/IT teams to optimize system performance and enhance efficiency.

5. Reporting & Analytics (10%)

Report directly to the Senior Operations Manager.

Analyze QA and operational data to develop and execute improvement initiatives.

Prepare comprehensive performance reports (weekly, monthly, quarterly, yearly).

Provide actionable insights to enhance operational stability and quality.

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

Coordinate closely with the Quality Team to maintain and elevate agent service levels.

Work with HR, Training, WFM, and other internal teams on operational projects.

Support company-wide initiatives to enhance operational efficiency.

Perform other tasks assigned by the Senior Operations Manager.

Skills & Experience Requirements

Minimum 3 years' experience in call center management, ideally in transportation, e-commerce, retail, or BPO sectors.

Experience working with global or multinational companies is a strong advantage.

Proven ability to manage large teams in a high-volume contact center environment.

Strong leadership, coaching, and team development skills.

Ability to adapt quickly to operational challenges and shifting priorities.

Excellent communication, problem-solving, and presentation abilities.

Strong attention to detail and proactive, initiative-driven mindset.

Capable of both team collaboration and independent decision-making.

Bachelor's degree or higher preferred.

English proficiency is essential.