Contact Center Deputy Manager

Support the Head of Department in managing and operating Customer Care &
Support activities
Organize and oversee the handling of customer inquiries, requests, and support through multiple channels, including Hotline, Fanpage, Web Chat, Zalo, Email, and other digital channels.
Organize and monitor the processing of card-related transactions and customer requests outside normal business hours.
Handle emergency situations and serious customer complaints/escalations in a timely and effective manner.
Organize customer satisfaction surveys and assessments to measure customers' satisfaction with banking products, services, and service quality.
Manage and maintain records, documents, call recordings, and other relevant files related to Customer Care &
Support activities.
2.
Manage Customer
Care &
Support Service Quality
Develop and monitor key performance indicators (KPIs) for the Customer Care &
Support team and propose improvement actions to enhance productivity and service quality.
Research, propose, and implement solutions and initiatives to improve processes, service quality, and overall customer experience.
Coordinate and implement digital transformation initiatives within the Department as assigned.
3.
Develop Customer
Care &
Support Policies and Procedures
Develop, review, and update policies, procedures, and operational guidelines for Customer Care &
Support activities in line with the Bank's business requirements and each period.
4.
People
Management
Organize, assign, supervise, and evaluate employees within the Department; recommend appropriate staffing solutions to optimize workforce productivity and operational efficiency.
Build, train, and develop a high-performing team within the assigned function.
Foster a professional, collaborative, productive, and cohesive working environment.
5. Organize and Manage Centralized Complaint Handling Across the Bank
Develop, review, and continuously improve policies, procedures, service standards, and technology systems for centralized complaint handling across multiple customer touchpoints and channels.
Organize, manage, and monitor the receipt, verification, classification, routing, and resolution of customer complaints in accordance with their level of severity, nature, and authorized responsibilities.
Approve and control the resolution of complaints within the delegated authority; directly participate in and coordinate with relevant business units to handle complex, sensitive, or high-risk cases.
Control the quality of customer response plans, scripts, and communication content, ensuring accuracy, completeness, consistency, and compliance with applicable regulations.
Analyze complaint data and identify potential operational and service risks; recommend improvements to products, processes, and services to relevant business units based on customer feedback and complaint trends.
Organize training, provide guidance, and monitor the implementation of complaint-handling activities by the team and customer-facing units across the Bank.
6.
Other
Duties
Perform other duties and assignments as required by the Head of Department/Management.