Work location: District 12 - Ho Chi Minh City, Vietnam
Key Accountabilities
- Provide services to achieve key contractual SLAs
- Manage clients daily
- Take the lead on all client and internal calls
- Direct WFM, training, and other shared services for account to operate at highest quality
- Main point of contact for all account-related financial decisions
- Control attrition rates and career planning for all staff
- Expand the account to boost the company's top line
- Manage and raise account profitability
- Ensure Process Improvement Initiatives are used to continuously improve service delivery.
Job requirements
- Extensive (hands-on) contact center/outsourcing experience
- Currently a Senior Manager (minimum 100HC), capable of managing the operations team (Team Leads and Operation Managers)
- Able to create an inspiring, motivating and high-performance culture.
- Able to offer high-level guidance on performance management, strategic planning, and improve service quality
- Develop, implement, monitor, and report on the Operations Plan to achieve goals
- Work with inhouse/ external senior management team to enhance performance, service quality, procedures, and information flow
- Knowledge in leading delivery with voice business services is required
- Able to track efficiency metrics (such as seat usage, shrinkage, attendance control, retention, etc.)
- Can work under pressuer, adapt and lead a team through dynamically changing situations
- Able to drive high e-Sat / VOC and manage customer expectations
- Strong knowledge in financial management and P&L
- Strong understanding of contract and a major BPO dynamics that govern them
- Strong client management skills and customer service orientation
- Solid background in driving important customer metrics like NPS and CSAT
- An effective manager, able to lead a group of people successfully
Interested candidates can contact Ms. Nguyen Diem Thuy via email diemthuy.nguyen@employmentvietnam.com for a confidential discussion.
