Senior Officer, Customer Services Reporting (Techcom Life)

Job Purpose
• Responsible for managing, analyzing, and leveraging customer service data; developing management reporting systems; and operating and optimizing Contact Center/CRM systems, with the objectives of:
• Improving Customer Service operational efficiency
• Ensuring service quality and compliance with SLA requirements
Key Accountabilities
1. Data Governance & Analysis
• Collect, consolidate, and manage data from multiple systems, including Contact Center, CRM, Email, Zalo OA, Ticketing, and Core Insurance Systems.
• Analyze data related to Contact Center operational metrics, including Call Volume, Abandoned Calls, Average Handling Time (AHT), First Call Resolution (FCR), and Service Level Agreement (SLA).
• Develop Customer Service performance measurement frameworks (CS KPIs) by channel and by customer segment.
• Identify insights, trends, and provide early warnings of operational and customer experience risks.
2. Reporting & Dashboard Development
• Develop, standardize, and maintain:
• Daily/weekly/monthly/quarterly reports for the Customer Service department
• Management reports for Senior Management
• Reports for audit, compliance, and regulatory authorities (when required)
• Design and operate real-time / near-real-time dashboards to support:
• Monitoring Contact Center operational performance
• Tracking SLA compliance and service quality
• Ensure the accuracy, consistency, and timeliness of data and reports.
3. Contact Center & CRM System Management
• Act as the business focal point responsible for Contact Center systems (including Call Center, IVR, Voicebot, etc.).
• Coordinate with IT and vendors on system implementation, enhancement, and integration (Email, Zalo, SMS, Mobile App, etc.), including UAT, business testing, and system acceptance.
• Propose system improvements to:
• Optimize the customer journey
• Reduce workload for Customer Service Officers (CSOs)
• thereby enhancing the omnichannel customer experience.
• Support the development of processes and operational guidelines related to customer service data and systems.