Vị trí công việc này hiện tại đã hết hạn nộp hồ sơ, bạn có thể tham khảo thêm một số công việc liên quan phía dưới
Mô tả công việc
Overview
The Operations Director is responsible for building, managing, and expanding the Contact Center with a scale of 500+ agents. This role requires outstanding leadership in customer service, operations management, senior personnel management, and the application of modern technologies to optimize operational efficiency, ensure excellent customer experience, and drive sustainable organizational growth.
Responsibilities
• Develop and implement operational strategies to optimize efficiency (customer processes, supplier processes, resource allocation, and 24/7 customer management).
• Build and maintain a customer service-oriented culture, ensuring consistent and professional experiences across all channels.
• Monitor and report KPIs and SLAs of projects, the Contact Center, and assigned teams; make timely adjustments to achieve performance goals.
• Design incentive schemes to boost performance and maintain employee engagement.
• Manage and develop the workforce, including recruitment, training, performance evaluation, and development of Managers/Senior Managers.
• Coordinate multiple complex projects simultaneously, ensuring timelines and quality delivery.
• Establish and manage operating procedures tailored to each client and project to ensure consistent cash flow in line with signed contracts.
• Oversee financial management of projects: cost calculation, P&L (Profit & Loss) management, personnel cost control, operational expenses, and efficiency optimization.
• Act as the focal point for contracts and customer care: negotiation, conflict resolution, ensuring company benefits and customer satisfaction (both within and outside the group).
• Participate in cross-functional meetings and regular client meetings (weekly/monthly/yearly) to share insights, address issues, and propose improvements.
• Apply new technology systems (CRM, AI chatbot, voicebot, speech analytics, etc.) and deploy Contact Center 4.0 solutions (multi-channel, automation).
• Manage risks and make timely, sound decisions in emergency situations to ensure safety and operational efficiency.
• Participate in other tasks assigned by the General Director.
Yêu cầu
• Master's degree in Business Administration, Economics, or related fields.
• At least 10 years of experience in customer service/Contact Center/
Telesales, including a minimum of 7 years in an Operations Director or equivalent role.
• Proven track record in designing, building, and implementing a Contact Center from project stage to successful operations.
• Strong knowledge of Contact Center technologies (Genesys, Creatio, Avaya, Cisco, etc.) and CRM systems for customer management.
• Experience managing large-scale operations (500+ employees) and senior management teams.
• Proven experience in financial management: budgeting, P&L ownership, cost-benefit analysis, with strong expertise in workforce cost and project cost management.
• Ability to manage multiple complex projects simultaneously and build strong partnerships.
• Excellent leadership, communication, negotiation, stakeholder management, and problem-solving skills.
• Knowledge of technology trends with the ability to research and apply them to operations.
• Preferred: Experience in building/implementing Contact Centers in banking, aviation, finance, or technology industries.
Quyền lợi
Khác
Design incentive schemes to boost performance and maintain employee engagement.
Thông tin khác
NGÀY ĐĂNG
[protected info]
CẤP BẬC
Giám Đốc và Cấp Cao Hơn
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng - Call Center
KỸ NĂNG
Contact Center Consulting, Customer Service, Operations Management, Problem-solving, Telesales & Call Center Management
LĨNH VỰC
Tài Chính
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
10
QUỐC TỊCH
Không giới hạn
Xem thêm
Thông tin chung
- Ngày hết hạn: [protected info]
- Thu nhập: Thương lượng
Nơi làm việc
- D1 Road, Hi-tech park, District 9
