Call Center Manager

Invest Talent is supporting a client in Call Center for pharma and medical seeking a highly skilled Call Center Manager with the following information:
**Responsibilities**:

- Responsible to the Project Director of the Call Center for all activities within the scope of the Customer Service Call Center, ensuring adherence to company processes and regulations.
- Proactively manage and be responsible for coordinating personnel (through shift allocation, time off schedules, leave, etc.) for all employees in the department to ensure SLA productivity (calls, talk time, social) during each working hour of the day.
- Proactively adjust the workforce based on the project management’s requirements to support survey campaigns and other initiatives.
- Proactively manage and be responsible for the quality of calls handled by agents through daily coaching of staff.
- Proactively collaborate with the Call Center Training Department and the Customer Service Department to organize training for new hires and refresher training for existing employees on product knowledge, job skills, soft skills, integration, regulations, and operational processes.
- Proactively manage/guide/coach Team Leaders in their interactions with other departments related to Call Center operations such as: Call Center Agents, Customer Service Department, Marketing Department, Sales, Digital Department, System Partners, Human Resources, etc., within the Team Leader’s authority.
- Proactively monitor, track and report the KPIs of staff at all levels, working with Team Leaders, Quality Assurance Department, and Project Management to ensure optimal operational performance for the Call Center.
- Proactively and responsibly guide employees in handling customer complaints, answering inquiries, and resolving issues according to the established SLA. For unresolved cases, propose solutions and seek guidance from the Project Management.
- Coordinate with the Human Resources Department in recruitment activities; propose contract signing/renewal adjustments for salary and bonus reviews.
- Proactively propose and collaborate with the HR Department on administrative and HR matters such as attendance management, parking, cleaning, etc.
- Prepare regular reports on productivity, call quality, social productivity, call classification, etc., and submit them to the Project Director as required.
- Prepare ad-hoc reports as requested by the Project Management.
- Perform or coordinate tasks within the scope of the job responsibilities to comply with the company’s management systems/standards.

**Requirements**:

- Bachelor degree or higher.
- At least 5 years of experience in a similar managerial role, managing a team of at least 50 agents.
- Proficient in office software: Word, Excel, PowerPoint, etc.
- Good communication skills, problem-solving ability, information extraction, and complaint resolution.
- Leadership and team management skills.
- Inspirational leadership and task coordination skills.
- Working time: Mon - Sat (8am - 5pm)

**Benefits**:

- Salary: negotiation
- Dynamic work environment with opportunities for advancement and competitive salary.
- Comprehensive insurance, health benefits, and wellness programs (including lunch allowance and annual check-ups).
- Gifts for various occasions (holidays, birthdays, marriage, childbirth) and children’s events.
- Paid leave, full salary on national holidays, and domestic/international travel opportunities.

Pay: 5,000,000₫ - 65,000,000₫ per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- Call Center Manager: 5 years (required)
- healthcare: 3 years (required)
- BPO industry: 3 years (required)

Application Deadline: 2025/03/31