Contact Center Assistant Manager

• Contact Center Operations Overall Key Performances Index (KPI) management:

- Monitor overall Contact Center operations performance thru pre-defined system and index.

- Analyze KPIs and conduct comprehensive report to CS management.

• Customer experience management: Analyze all the processes that customers experience and participate in providing suitable customer services accordingly.

• Quality management: Communicate with customers for customer quality control and carry out activities to secure quality competitiveness of our company and customers

• Customer support management: Perform activities for customer support by developing contents for customers to find solutions for problems through online.

• Operate Digital Service (.com support, Chat, RM): Solve customer inconveniences via Digital system, and perform to improve customer satisfaction and reduce service costs

• Market research management: Analyze to apply customer feedback and measurement of customers' purchase tendency to new product development and marketing.

• Experienced professional with full understanding on specialized areas; resolves a wide range of issues in creative ways

• Works on problems of diverse scope where analyzing data requires evaluating identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions

• Normally receives little instruction on day-to-day work and receives general instructions on new assignments

Yêu cầu công việc

* Bachelor’s degree in Business Administration or a related field.

* Minimum 5 years of experience in Contact Center Operations

* Strong knowledge of Contact Center operations, KPI management, data analysis, and process improvement.

* Customer-oriented with excellent analytical, communication, and presentation skills.

* Good command of both Vietnamese and English.

* Strong teamwork, stakeholder management, and problem-solving skills.

Quyền lợi

• Thưởng: 13th month salary + Performance Bonus
• Chăm sóc sức khoẻ: Health Care Insurance for Individual & Dependant