Job Description
Job Purpose
Responsible for managing, analyzing, and leveraging customer service data; developing management reporting systems; and operating and optimizing Contact Center/CRM systems, with the objectives of:
Improving Customer Service operational efficiency
Ensuring service quality and compliance with SLA requirements
Key Accountabilities (1)
Data Governance & Analysis
Collect, consolidate, and manage data from multiple systems, including Contact Center, CRM, Email, Zalo OA, Ticketing, and Core Insurance Systems.
Analyze data related to Contact Center operational metrics, including Call Volume, Abandoned Calls, Average Handling Time (AHT), First Call Resolution (FCR), and Service Level Agreement (SLA).
Develop Customer Service performance measurement frameworks (CS KPIs) by channel and by customer segment.
Identify insights, trends, and provide early warnings of operational and customer experience risks.
Key Accountabilities (2)
Reporting & Dashboard Development
Develop, Standardize, And Maintain
Daily/weekly/monthly/quarterly reports for the Customer Service department
Management reports for Senior Management
Reports for audit, compliance, and regulatory authorities (when required)
Design And Operate Real-time / Near-real-time Dashboards To Support
Monitoring Contact Center operational performance
Tracking SLA compliance and service quality
Ensure the accuracy, consistency, and timeliness of data and reports.
Key Accountabilities (3)
Contact Center & CRM System Management
Act as the business focal point responsible for Contact Center systems (including Call Center, IVR, Voicebot, etc.).
Coordinate with IT and vendors on system implementation, enhancement, and integration (Email, Zalo, SMS, Mobile App, etc.), including UAT, business testing, and system acceptance.
Propose System Improvements To
Optimize the customer journey
Reduce workload for Customer Service Officers (CSOs)
thereby enhancing the omnichannel customer experience.
Support the development of processes and operational guidelines related to customer service data and systems.
Key Relationships - Direct Manager
Senior Manager, Customer Service
Key Relationships - Direct Reports
Key Relationships - Internal Stakeholders
Related divisions in company
Key Relationships - External Stakeholders
Insurance Agents / Financial Consultants, External Service Providers, Government Regulators, Industry Associations / Consumer Protection Organizations
Success Profile - Qualification and Experiences
Bachelor's degree or above in Economics, Finance, Banking, or related fields.
Proficient in advanced Excel, Power BI, Tableau (or equivalent BI tools); strong capability in data analysis and dashboard development.
Minimum 35 years of experience in one or more of the following areas: Data/Reporting, Contact Center/CRM, Customer Service Operations.
Preferably with experience in life insurance, banking, or financial services, and hands-on exposure to CRM/Ticketing systems, call center systems, IVR, and omnichannel platforms.
Foreign language (English): in accordance with the Company's requirements from time to time.
