Deputy Call Center Manager

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Hegka Vietnam Full time $40,000 - $60,000 per year
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%)
Assist in managing omnichannel communication operations (calls, chat, live chat, email, etc.).
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

Candidates of any gender with at least 3 years of experience in a call center environment, preferably in transportation, e-commerce, or retail.

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 Dist, Ho Chi Minh City

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