Benefits

Job Description

Performance monitoring & system management (50%)

Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
Manage the service quality & report quality of local phone operator vendors such as caresoft, access administration of those equipment and systems deployed in the local Customer Experience Organization.
Maintain IVR greeting, and manage/adjust the phone routing flows.
Proactively input to improve the scorecard of Customer Experience employees. Manage FSR system as local FSR representative.

Planning & Process innovation (20%)

Create, implement, and develop effective customer service procedures, policies, and standards.
CE SOPs representative: represent CE Head in country SOP Committee & to work with CE Managers to build/revise/update CE SOPs & work instruction.
Prepare and submit to the Head of Customer Experience the cost calculation of the CE team such as operation cost, new project, and implementation plan in the most economical way.
Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.

Project Management (20%)

Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
Supervise the project progress, together with the cross-department & Regional team.
Provide project evaluation (if any).

Others (10%)

Skills:

Analytical ability to understand and interpret data for a range of audiences.
Solid project management skills with an ability to be flexible when required.
Strong numeracy skills with some experience of managing complex budgets.
An ability to prioritize workloads and juggle competing demands.
Faultless planning skills including deep understanding of the planning consent process.
Problem solving & project management

Experience:

From 5 years of proven planning experience in MNC companies.
Extensive experience of the planning process from preparation and submission to consent and appeal.
Evidence of previous report writing and making recommendations on major planning applications.
Analytical track record for using and translating data for proposal planning purposes.
Project management know-how with previous experience of taking planning projects through the stages from formation to finalization.
Skillful in planning and data analytics.

Core Competencies

Degree: Bachelor
Other extras: Phone allowance
Probationary period: 2 months (full salary)
Training opportunities:
Participate in internal training courses: online/offline
Opportunities to promote to higher positions
Age: Unlimited
Working time: Monday - Saturday (10am - 6pm, Flexible Saturday)
Colleagues:
Senior leaders are open-minded, respectful, and ready to facilitate personal growth
Young and dynamic working environment
The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities thoughout the country.
Benefit:
Competitive income compared to the market
"Tet" bonus , Performance review from 1 - 4 months
Paid social insurance based on full salary
High-class AON Health Insurance for manager level.
Year End Party, annual Townhall Ceremo
Holidays: 15 days annual leave, 5 days sick leave (with full salary)
Salary: Competitive