Senior operation manager
2 days ago
Company: Thientu BPO
Location: 145B Nguyễn Đình Chính, Ho Chi Minh
Employment Type: Full-Time
Department: Operations / Customer Experience
Reports To: CEO and Operations Director
Thientu BPO is seeking an experienced Senior Customer Contact Center Manager to oversee all BPO customer service operations and lead a high-performing in-house service team. The ideal candidate will have strong expertise in service delivery, customer experience, and operational excellence. This role partners closely with the CEO and Operations Director and plays a critical part in scaling new client operations and improving company-wide service performance.
Key Responsibilities & Time Allocation 1. Operations & Service Delivery (40%)- Oversee end-to-end delivery of customer contact center operations across multiple BPO accounts.
- Monitor and improve KPIs: CSAT, NPS, AHT, FCR, response time, and resolution rate.
- Ensure strong performance across all support channels (phone, email, chat, social media).
- Guarantee SLA compliance and service quality with internal and client standards.
- Optimize processes and strengthen operational workflows.
- Lead, supervise, and mentor in-house service teams including leaders, supervisors, and agents.
- Implement training, upskilling, and performance development programs.
- Conduct regular performance reviews and coaching sessions.
- Oversee WFM: shift planning, capacity forecasting, and queue management.
- Build a high-performance, customer-focused culture.
- Analyze customer feedback, QA insights, and operational trends to identify improvement opportunities.
- Drive initiatives to lift FCR, NPS, CSAT, and service consistency.
- Implement automation, AI-assisted tools, and workflow enhancements.
- Standardize processes and promote operational best practices.
- Serve as the main point of contact for client communication and service alignment.
- Join new client introduction meetings and capability discussions.
- Participate in bidding activities, proposal preparation, and client presentations.
- Ensure expectations and SLAs are clearly defined and operationally feasible.
- Partner with internal teams (Quality, WFM, Training, Tech, Product) to optimize workflows.
- Lead new client onboarding to ensure smooth operational transition.
- Prepare performance reports for clients and senior leadership.
- Use analytics to refine resource planning and operational strategy.
- Present data-driven insights and improvement recommendations to the CEO and Operations Director.
- Ensure reporting accuracy and transparency.
- Bachelor's degree in Business, Management, Operations, or related fields.
- At least 5+ years of experience in customer service management (BPO strongly preferred).
- Minimum 5 years in a leadership role, managing medium-to-large in-house teams.
- Strong knowledge of KPI governance, SLA adherence, and customer experience optimization.
- Demonstrated success in leading high-performance teams and driving operational improvements.
- Experience participating in client meetings, RFP/RFQ bidding processes, and capability pitches.
- Strong analytical and decision-making skills.
- Excellent English communication skills; Chinese is an advantage.
- Proficiency in customer service platforms (Salesforce, Zendesk, Avaya, NICE, Genesys, WFM tools, AI chatbots).
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