Deputy Call Center Manager

2 weeks ago

Thành phố Hồ Chí Minh, Vietnam Hegka Vietnam Full time

**1. Position Overview**:
The Deputy Call Center Manager supports the Call Center Manager in overseeing daily operations and ensuring the delivery of high-quality customer service. This role requires strong leadership capabilities, operational awareness, and the ability to drive improvements across teams and processes.

**2. Job Responsibilities**:
**Team Leadership and Management (30%)**:
Support the recruitment, training, and supervision of call center agents and team leaders.

Assist in setting clear objectives and KPIs for individuals and teams; track and monitor progress.

Contribute to employee engagement initiatives to enhance retention and reduce turnover.

Participate in conducting performance evaluations and providing feedback and coaching.

**Operational Oversight (20%)**:
**Monitor productivity and quality performance metrics; propose improvement strategies.**:
Help maintain high customer satisfaction by balancing efficiency and service quality.

**Ensure adherence to company policies, procedures, and compliance standards.**

Support effective resource planning and budgeting activities.

**Customer Experience Enhancement (20%)**:
**Gather and analyze customer feedback to identify service improvement opportunities.**:
**Support the development and implementation of customer service strategies.**:
**Handle escalated customer issues and complaints when required, ensuring timely resolution.**:
**Technology & Tools Management (10%)**:
**Assist in implementing call center tools and technologies.**:
**Help manage agent access permissions within the system.**:
**Support training efforts related to new tools, features, or software updates.**:
**Reporting (10%)**:
**Prepare reports for the Call Center Manager and Senior Operations Manager.**:
**Analyze performance and quality results to recommend action plans.**:
**Contribute to weekly, monthly, quarterly, and annual reporting.**:
**Collaboration (10%)**:
**Work closely with the Quality Assurance team to maintain and improve agent performance.**:
**Collaborate with cross-functional teams to support operational initiatives.**:
**Perform additional tasks assigned by the Call Center Manager or Senior Operations Manager.**:
**3. Requirements**:
Experience working with global companies is an advantage.

Strong organizational, leadership, and communication skills.

Adaptive, proactive, and detail-oriented mindset.

Ability to work both independently and collaboratively.

Bachelors degree or higher is preferred.

Good proficiency in English is required.

**4. Working Hours**:

- Monday Saturday | 08:30 17:30

- Call Center operates 24/7, 365 days (shift coordination may be required)

**5. Benefits**:
Participation in social, health, unemployment insurance, and trade union activities as per Labor Law.

Access to soft-skill training and career development opportunities.

KPI evaluations and performance/project bonuses.

Holiday gifts/bonuses: March 8, October 20, April 30, January 1, May 1.

Team-building and company engagement activities.

**Location: Tan Binh D**ist, Ho Chi Minh City

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