Position Summary

Role and Responsibilities

• Contact Center Operations Overall Key Performances Index (KPI) management:

- Monitor overall Contact Center operations performance thru pre-defined system and index.

- Analyze KPIs and conduct comprehensive report to CS management.

• Customer experience management: Analyze all the processes that customers experience and participate in providing suitable customer services accordingly.

• Quality management: Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers

• Customer support management: Perform activities for customer support by developing contents for customers to find solutions for problems through online.

• Lead digital transformation initiatives, including AI, chatbot, IVR, CRM, and omnichannel customer support and reduce service costs

• Market research management: Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.

• Execution to sales support through Customer Retention Program

• VOC management: Response and manage customer claims

• Leads small teams of professionals with limited control over budget spending or HR management such as recruiting or dismissal and supervises mentoring and coaching for team members

• Typically implements short-term action plans rather than developing policy, process or strategy

• Enhances or Improves methods or procedures and provides coaching to team members to ensure successful outcome

• Has expertise in most or all job areas within a job family

• Acts independently to determine methods and procedures on new or special assignments

Skills and Qualifications

* Bachelor’s degree or above in Business Administration, Marketing, Management, or a related field.

* Strong expertise in customer experience management, contact center operations, KPI management, customer satisfaction improvement, and digital/online customer service.

* Strategic mindset with strong analytical, problem-solving, communication, and presentation skills.

* Proven ability to lead cross-functional teams, drive operational excellence, and implement continuous improvement initiatives.

* Good command of Vietnamese and English.

* Strong stakeholder management and leadership capabilities.

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