Operations Manager

Manage and coordinate the daily operations of the Customer Service project team to ensure high performance, enhance customer experience, and optimize operational processes and costs. This role serves as a key bridge between service strategy and effective execution.
1. Daily Operations Management:
• Supervise and coordinate daily activities of customer service teams (via phone, email, chat, in-person, etc.).
• Ensure project KPIs and service performance targets are met.

2. Process Development & Improvement:
• Design and optimize customer service processes to improve efficiency and minimize errors.
• Implement technology and automation solutions into workflows when required.

3. Data Analysis & Reporting:
• Analyze operational data and customer complaint trends to propose service improvement solutions.
• Prepare periodic reports for senior management on operational performance and service quality metrics.

4. People Management:
• Recruit, train, develop, and evaluate the performance of customer service staff.
• Foster a positive working environment that encourages employee development and retention.

5. Cross-functional Coordination:
• Support coordination among internal Contact Center teams.
• Develop and maintain strong working relationships with internal departments and external partners.

6. Risk Management & Incident Handling:
• Respond promptly to service crises and incidents.
• Develop recovery plans and appropriate communication strategies to minimize impact.

• Bachelor’s degree or higher, preferably in Business Administration, Operations Management, Communications, or related fields.
• Minimum 5 years of experience in Customer Service, including at least 3 years in an operations management role.
• Strong leadership, organizational, and decision-making skills.
• Proficiency in customer service management tools (CRM, Helpdesk software, etc.).
• Strong analytical mindset, problem-solving skills, and customer-oriented thinking.
• High sense of responsibility with the ability to collaborate across departments to handle arising issues.
• Good communication skills in both Vietnamese and English.

BENEFITS:
• Competitive salary package (Base salary and performance bonuses).
• Probation period salary is 100% of the official salary.
• Comprehensive health and accident insurance.
• 15 days of annual leave, 3 remote work days per month.
• Provision of work equipment (Macbook/ Laptop, mouse, monitor, etc.).
• A creative and modern working environment.