Senior Contact Center Manager

Mô tả Công việc

PRINCIPLE DUTIES

We are seeking an experienced and results-driven Senior Contact Center Manager to lead the establishment, optimization, and scaling of our call center operations. The ideal candidate will have a proven track record of building live chat and call center operations from scratch, preferably within the telecommunications industry. This role demands a strong focus on improving customer service delivery, driving operational efficiency, and achieving key performance indicators (KPIs)

RESPONSIBILITIES

1. Project management

• Establish and manage call center operations from scratch, including defining and implementing KPIs such as interaction quality, volume forecasting, intraday resource management, inbound sales, employee incentives, and performance tracking
• Make sure all KPIs are implemented successfully, by:

- Develop and execute detailed project plans encompassing resource allocation, testing, and training to meet organizational objectives

- Collaborate with stakeholders for project testing, UAT, and integration

- Lead meetings and training sessions to align project deliverables with customer requirements and expectations

- Work closely with the Service Management team and Project Trainer to ensure best practices and guidance for live chat and agent operations

- Monitor project progress, troubleshoot challenges, and implement necessary adjustments to meet goals

- Build and maintain strong customer relationships, ensuring customer satisfaction and retention

2. General management

- Provide accurate and timely updates to relevant departments

- Oversee account portfolios (quality, TAT, productivity) to ensure targets are met through rigorous supervision

- Partner with Operations Management for effective resource planning and allocation

- Identify and implement continuous improvement initiatives to optimize processes and reduce costs

- Ensure all deliverables are met in alignment with organizational objectives and client needs

3. Leadership and Support

- Supervise the Service Management team, offering guidance and support during project implementation

- Escalate issues beyond authority or with potential project risks to higher management

- Ensure the successful completion of additional tasks assigned by the Director of Operations

Yêu Cầu Công Việc

*** Education:

- University degree or equivalent training, experience.

- Fluency in English is required

- German proficiency is an advantage

*** Technical skills and experience:

- Extensive experience with live chat and call center operations, telecommunications industry experience preferred

- In-depth knowledge of call center KPIs, knowledge base creation, and management

- Proven expertise with Genesys or similar contact platforms and chat functionalities

- Knowledge of IT is a plus

- MS Office (Word, Excel, PowerPoint)

*** Soft-skills:

- Customer service industry experience: call center/helpdesk, telecommunication, tourism, hotel reception staff, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners

- Customer-centric mindset with excellent upselling abilities

- Leadership and supervisory abilities with a collaborative mindset

- Skilled in negotiation, problem-solving, and conflict resolution

- Strong interpersonal and communication skills

- Analytical, planning, and presentation skills

- Teamwork and adaptability

*** Attribute:

- Ability to multitask effectively in a fast-paced environment

- Innovative and creative thinker

- Reliable and accountable with strong attention to detail

- Resilient under pressure

What are you waiting for? Join our international team today!

SPS is a leading technology-driven business transformation company. With our innovative Enterprise Workplace Solutions, we empower organizations to adopt hybrid work concepts to enhance productivity and flexibility. Our Technology Business Solutions bring together cutting-edge technology, deep vertical process expertise, and a diverse global workforce to support clients in their digital transformation journey and efficiently tackle their most complex challenges.

Headquartered in Zurich, Switzerland, SPS operates in more than 20 countries and focuses on clients in banking, insurance and health. SPS has more than 8,500 employees and is recognized with a world-class NPS by its global client base.

We act with precision, connect people to the right information, and turn data into insights for better outcomes.

Discover how our dedicated team at SPS makes an impact that matters by visiting www.spsglobal.com.

SPS. The Power of Possibility.

1. Great Benefits:

- Salary attractive up to 2700$ and bonus package (13th salary, KPIs bonus up to 3-month salary)

- Personal accident & health-care

- At least 12+ annual leave

- Meal & Parking Allowances

- Flexible working time

- Company trip, Team building, Sports

2. Advance your career:

We provide you with support to sharpen your skills and knowledge for further steps in your career path

Opportunities to learn and grow through different types of training: Talent Development program, Succession planning as well as promotions or transfers.

3. Break your limits:

The innovation is a key value of SPS Vietnam. Joining our team, you are encouraged to think out of the box, cross your boundaries and improve yourself in our continuous improvement process during daily business operation.

4. Go Global:

The moment you join SPS Vietnam is the moment you take the chance to extend your horizon. You will work, cooperate and exchange your creative ideas with 7,500 employees of SPS. Our customers, which are 20% of Fortune 100, are located from around the world.

** Notes: Only suitable candidates will be contacted and invited to participate an interview.

"By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection"