Senior Customer Contact Center Manager Thientu BPO

Company: Thientu BPO
Location: 145B Nguyễn Đình Chính, Ho Chi Minh
Employment Type: Full-Time
Department: Operations / Customer Experience
Reports To: CEO and Operations Director

Role Overview

Thientu BPO is seeking an experienced Senior Customer Contact Center Manager to oversee all BPO customer service operations and lead a high-performing in-house service team. The ideal candidate will have strong expertise in service delivery, customer experience, and operational excellence. This role partners closely with the CEO and Operations Director and plays a critical part in scaling new client operations and improving company-wide service performance.

Key Responsibilities & Time Allocation

1. Operations & Service Delivery (40%)

• Oversee end-to-end delivery of customer contact center operations across multiple BPO accounts.
• Monitor and improve KPIs: CSAT, NPS, AHT, FCR, response time, and resolution rate.
• Ensure strong performance across all support channels (phone, email, chat, social media).
• Guarantee SLA compliance and service quality with internal and client standards.
• Optimize processes and strengthen operational workflows.

2. Team Leadership & Workforce Management (20%)

• Lead, supervise, and mentor in-house service teams including leaders, supervisors, and agents.
• Implement training, upskilling, and performance development programs.
• Conduct regular performance reviews and coaching sessions.
• Oversee WFM: shift planning, capacity forecasting, and queue management.
• Build a high-performance, customer-focused culture.

3. Customer Experience & Process Improvement (10%)

• Analyze customer feedback, QA insights, and operational trends to identify improvement opportunities.
• Drive initiatives to lift FCR, NPS, CSAT, and service consistency.
• Implement automation, AI-assisted tools, and workflow enhancements.
• Standardize processes and promote operational best practices.

4. Stakeholder & Client Management (20%)

• Serve as the main point of contact for client communication and service alignment.
• Join new client introduction meetings and capability discussions.
• Participate in bidding activities, proposal preparation, and client presentations.
• Ensure expectations and SLAs are clearly defined and operationally feasible.
• Partner with internal teams (Quality, WFM, Training, Tech, Product) to optimize workflows.
• Lead new client onboarding to ensure smooth operational transition.

5. Reporting & Analytics (10%)

• Prepare performance reports for clients and senior leadership.
• Use analytics to refine resource planning and operational strategy.
• Present data-driven insights and improvement recommendations to the CEO and Operations Director.
• Ensure reporting accuracy and transparency.

Qualifications & Requirements

• Bachelor’s degree in Business, Management, Operations, or related fields.
• At least 5+ years of experience in customer service management (BPO strongly preferred).
• Minimum 5 years in a leadership role, managing medium-to-large in-house teams.
• Strong knowledge of KPI governance, SLA adherence, and customer experience optimization.
• Demonstrated success in leading high-performance teams and driving operational improvements.
• Experience participating in client meetings, RFP/RFQ bidding processes, and capability pitches.
• Strong analytical and decision-making skills.
• Excellent English communication skills; Chinese is an advantage.
• Proficiency in customer service platforms (Salesforce, Zendesk, Avaya, NICE, Genesys, WFM tools, AI chatbots).