Mô tả công việc
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.
Yêu cầu
Success Profile - Qualification and Experiences
• Bachelor's degree or above in Economics, Finance, Banking, or related fields.
• Proficient in advanced Excel, Power BI, Tableau (or equivalent BI tools); strong capability in data analysis and dashboard development.
• Minimum 3-5 years of experience in one or more of the following areas: Data/Reporting, Contact Center/CRM, Customer Service Operations.
• Preferably with experience in life insurance, banking, or financial services, and hands-on exposure to CRM/Ticketing systems, call center systems, IVR, and omnichannel platforms.
• Foreign language (English): in accordance with the Company's requirements from time to time.
Quyền lợi
Thưởng
Theo quy định của công ty
Thông tin khác
NGÀY ĐĂNG
20/04/2026
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Performance Management, Contact Center Management, Data Management, Customer Service Operation, CRM
LĨNH VỰC
Bảo hiểm
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
3
QUỐC TỊCH
Không hiển thị
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Thông tin chung
Nơi làm việc
- 32nd Floor, Techcombank HO, 119 Tran Duy Hung, Cau Giay, Hanoi
Cách thức ứng tuyển
Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:
Hạn nộp: 20/05/2026
