Expert, Contact Center Management

Location: Ha Noi, Vietnam

'Serve as a subject-matter expert in Call Center and CRM operations, supporting day-to-day service delivery, optimizing performance, enhancing customer experience (CX), and contributing to strategic initiatives related to Contact Center, CRM, and Customer Care Programs.

1. Call Center Operations

- Oversee daily Contact Center operations, ensuring compliance with SLA, internal procedures, and service standards.

- Monitor call quality (QA) and propose initiatives to improve customer experience.

- Collaborate with Call Center vendors to optimize productivity, service quality, and operational cost.

- Develop and update call scripts (welcome calls, care calls, reminders...), call-handling processes, and related guidelines.

- Manage dashboards, validate operational data, and prepare periodic and ad-hoc reports for management.

2. CRM Management

- Operate and administer the CRM system: workflow creation, customer assignment, campaign monitoring, and ticket tracking.

- Analyze customer data and generate insights to enhance Customer Service effectiveness.

- Participate in designing and improving CRM features supporting Customer Service (email, Zalo, SMS integration, automation, etc.).

- Conduct UAT and collaborate with IT and vendors to deliver new CRM enhancements.

- Develop, review, and update SOPs related to Call Center, CRM, and Customer Service operations.

- Propose customer journey improvement initiatives across touchpoints.

3. Reporting & Analytics and internal training:

- Build and operate periodic reports: SLA, TAT, call performance, CRM pipeline, customer insights, etc.

- Monitor KPIs related to Call Center and CRM to support decision-making.

- Prepare analysis and reports evaluating the performance of Customer Care campaigns.

- Training & Internal Support: Conduct onboarding training and refresher training for CS staff, Sales channels, and relevant departments. and provide expert guidance to internal teams on Call Center, CRM, and customer experience matters.

Key Relationships - External Stakeholders

'- Qualifications & Experience

Bachelor's degree in Economics, Business Administration, Information Technology, or a related field.

Minimum 5-7 years of experience in Call Center, CRM, or Customer Service.

Experience in life insurance, banking, or financial services is preferred.

- Knowledge & Skills

Strong understanding of Contact Center operations, SLA, call quality management, and customer journey.

Experience with CRM platforms (Salesforce, Microsoft Dynamics, Zoho, or equivalent).

Proficient in Excel; familiarity with Power BI or SQL is an advantage.

Excellent communication, analytical, and problem-solving skills.

Customer-oriented mindset with high attention to detail and continuous improvement.

Project management or SME experience is a plus.

- English fluency at speaking and writing