Mô tả công việc
The Role
The Operations Manager - Customer Service is responsible for overseeing multiple customer service programs, ensuring operational excellence, compliance with client policies, and achievement of business KPIs. This role leads a team of Team Leaders and Supervisors, drives performance, manages client relationships, and ensures consistent delivery of high-quality Customer Service services across projects.
Duties and Responsibilities
Oversee end-to-end operations across multiple customer service projects.
Ensure delivery of KPIs including productivity, quality, SLA, and CSAT (if applicable).
Manage daily operations, workforce planning, and resource allocation across teams.
Identify and mitigate operational risks and bottlenecks.
Lead, coach, and develop Team Leaders, Supervisors, and support functions (QA, Training, WFM).
Drive performance management, succession planning, and talent development.
Foster a high-performance, inclusive, and engagement-driven culture.
Act as the primary point of contact with clients on operational matters.
Conduct regular business reviews (WBR/MBR/QBR) and present performance insights.
Build strong relationships with clients, ensuring alignment on goals and expectations.
Yêu cầu
Candidates must have bachelor's degree in operations management or related field.
Must have experience in Customer Service.
At least 04 years of professional experience in Operation Management/Customer Service in Call Center
Must possess effective communication skills (written and verbal)
Flexible 24/7 environment
Ability to work under pressure
Corporate and process mind
Excellent communication and quality orientation
Quyền lợi
Attractive fixed salary + monthly performance bonuses
13th-month salary + 100% salary during probation.
14 days of annual leave.
Health Insurance, Social Insurance + Aon Health Care.
Career development opportunities in a professional and dynamic environment.
Opportunity to work with top industry experts and talented colleagues.
Transparent, trustworthy, and inspiring workplace culture.
Participation in engagement and well-being activities: Company events, Happy Day,...
Thông tin khác
Thời gian làm việc
Thứ 2 - Thứ 7 ()
Night shift, 5 days/week.
Thông tin chung
Nơi làm việc
- - Hồ Chí Minh: Quang Trung Software City, Phường Trung Mỹ Tây (Quận 12 cũ)
Cách thức ứng tuyển
Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:
Hạn nộp: 20/06/2026
