SPS ★ 3.7

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
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:

Develop and execute detailed project plans encompassing resource allocation, testing, and training to meet organizational objectives
Build and maintain strong customer relationships, ensuring customer satisfaction and retention
Collaborate with stakeholders for project testing, UAT, and integration
Monitor project progress, troubleshoot challenges, and implement necessary adjustments to meet goals
Work closely with the Service Management team and Project Trainer to ensure best practices and guidance for live chat and agent operations
Lead meetings and training sessions to align project deliverables with customer requirements and expectations

General management
- Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision
- Ensure all deliverables are met in alignment with organizational objectives and client needs
- Identify and implement continuous improvement initiatives to optimize processes and reduce costs
- Provide accurate and timely updates to relevant departments
- Partner with Operations Management for effective resource planning and allocation
Leadership and Support
- 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
- Supervise the Service Management team, offering guidance and support during project implementation

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
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:

Monitor project progress, troubleshoot challenges, and implement necessary adjustments to meet goals
Develop and execute detailed project plans encompassing resource allocation, testing, and training to meet organizational objectives
Work closely with the Service Management team and Project Trainer to ensure best practices and guidance for live chat and agent operations
Build and maintain strong customer relationships, ensuring customer satisfaction and retention
Collaborate with stakeholders for project testing, UAT, and integration
Lead meetings and training sessions to align project deliverables with customer requirements and expectations

General management
- Provide accurate and timely updates to relevant departments
- Ensure all deliverables are met in alignment with organizational objectives and client needs
- Identify and implement continuous improvement initiatives to optimize processes and reduce costs
- Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision
- Partner with Operations Management for effective resource planning and allocation
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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Cập nhật gần nhất lúc: 2025-02-22 17:00:03