Contact Center Assistant Manager

• Contact Center Operations Overall Key Performances Index (KPI) management:
• Monitor overall Contact Center operations performance thru pre-defined system and index.
• Analyze KPIs and conduct comprehensive report to CS management.
• Customer experience management: Analyze all the processes that customers experience and participate in providing suitable customer services accordingly.
• Quality management: Communicate with customers for customer quality control and...

• Bachelor’s degree in Business Administration or a related field.
• Minimum 5 years of experience in Contact Center Operations
• Strong knowledge of Contact Center operations, KPI management, data analysis, and process improvement.
• Customer-oriented with excellent analytical, communication, and presentation skills.
• Good command of both Vietnamese and English.
• Strong teamwork, stakeholder management, and problem-solving skills.

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