23/03/2025
Dịch vụ khách hàng , Sản xuất / Vận hành sản xuất , Ngành khác
Nhân viên chính thức
3,000 - 5,000 USD
5 - 7 Năm
Quản lý
21/04/2025
PRINCIPLE DUTIES
We are seeking an experienced and results-driven Senior Contact Center Manager to lead the establishment, optimization, and scaling of our call center operations. The ideal candidate will have a proven track record of building live chat and call center operations from scratch, preferably within the telecommunications industry. This role demands a strong focus on improving customer service delivery, driving operational efficiency, and achieving key performance indicators (KPIs)
RESPONSIBILITIES
1. Project management
- Establish and manage call center operations from scratch, including defining and implementing KPIs such as interaction quality, volume forecasting, intraday resource management, inbound sales, employee incentives, and performance tracking
- Make sure all KPIs are implemented successfully, by:
2. General management
- Provide accurate and timely updates to relevant departments
- Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision
- Partner with Operations Management for effective resource planning and allocation
- Identify and implement continuous improvement initiatives to optimize processes and reduce costs
- Ensure all deliverables are met in alignment with organizational objectives and client needs
3. Leadership and Support
- Supervise the Service Management team, offering guidance and support during project implementation
- Escalate issues beyond authority or with potential project risks to higher management
- Ensure the successful completion of additional tasks assigned by the Director of Operations
PRINCIPLE DUTIES
We are seeking an experienced and results-driven Senior Contact Center Manager to lead the establishment, optimization, and scaling of our call center operations. The ideal candidate will have a proven track record of building live chat and call center operations from scratch, preferably within the telecommunications industry. This role demands a strong focus on improving customer service delivery, driving operational efficiency, and achieving key performance indicators (KPIs)
RESPONSIBILITIES
1. Project management
- Establish and manage call center operations from scratch, including defining and implementing KPIs such as interaction quality, volume forecasting, intraday resource management, inbound sales, employee incentives, and performance tracking
- Make sure all KPIs are implemented successfully, by:
2. General management
- Provide accurate and timely updates to relevant departments
- Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision
- Partner with Operations Management for effective resource planning and allocation
- Identify and implement continuous improvement initiatives to optimize processes and reduce costs
- Ensure all deliverables are met in alignment with organizational objectives and client needs
3. Leadership and Support
- Supervise the Service Management team, offering guidance and support during project implementation
- Escalate issues beyond authority or with potential project risks to higher management
- Ensure the successful completion of additional tasks assigned by the Director of Operations
** Notes: Only suitable candidates will be contacted and invited to participate an interview.
"By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection"
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