BPO Customer Service Operations Manager

YOU WILL:

The Operations Manager shall have responsibilities pertaining only to this function. The Operations Manager should be present at all operational reviews, plus all strategic reviews and ad hoc meetings. The Operations Manager shall be ultimately responsible for operational management to fulfill Microsoft requirements including but not limited to readiness, quality and eminency.

❖ Leadership

• Manage Customer Service and support Contact center operation. 

• Provide feedback & coaching to Team Manager

• Power to impact and influence – gain support from others to achieve the desired outcome.

❖ People Management

• Motivate CSRs and Team Managers

• Provide Improvements Action Plans and reports.

• Identify strengths and weaknesses to help operational and professional development.

❖ Set goals and expectations

• Assure compliance of metrics & procedures

• Contingency Plan Implementation and Activation

• Monitor customer request volumes vs. Customer Service Professional availability.

• Present monthly operational reports

❖ Communication and Collaboration

• Communicate policies & procedures to Team Managers to ensure performance results.

• Cross group Collaboration

• Partner with individuals or organizations to increase the satisfaction of our customers.

❖ Ownership and Accountability

• Proactively take the ownership of the project, consider benefits to project/company and add value to the 

project and make contribution.

• Be accountable to any tasks assigned by client and by company.

❖ Drive Results

• Apply strategic thinking to focus on the results and goals to achieve with end Customers.

OUR IDEAL CANDIDATE:

• Fluency in English both oral and written.

• Bachelor's degree or above in Computer Science or Management related or equivalent professional.

• At least 3 years of management experience in Call Center, BPO, Customer Service, or Technical Support. 

Candidates from other industries such as Fintech, Insurance, Banking, or E-commerce are also welcome, 

provided they have a good understanding of BPO operations and relevant KPIs

• Strong in following skillsets:

o Service / Soft skill communication

o Presentation

o Planning, Resource Organizing, Data Analyzing

o Customer Orientation & Relationship Management

o Internal cooperation and coordination

• COPC certification is a plus.

WHY US

• Salary: competitive

• Salary at 100% during the probationary period 

• 90% contribution of the gross salary to social insurance 

• An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the 

normal salary + PVI insurance + 500,000 VND food allowance 

• 20 days leave (12 days of annual leave and 8 days of sick leave) 

• Training will be offered 

• Full work equipment will be provided

• Annual Health Checkup 

• Activities: Birthday party, Employee engagement activities.