Operations Manager

22 hours ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Hegka Vietnam Full time

Company: Thientu BPO

Location: 145B Nguyễn Đình Chính, Ho Chi Minh

Department: Operations

Reports To: Senior Operations Manager

Working Time: Monday đến Saturday, 08:00 đến17:00

Operational Availability: 24/7, 365 days (rotational teams)

About the Role

The Operations Manager plays a critical role in overseeing the daily operations of Thientu BPO's call center services. This position requires strong leadership, operational expertise, and the ability to balance service quality with efficiency in a high-paced environment. The ideal candidate has experience managing large teams, improving customer satisfaction, and ensuring operational excellence across multiple communication channels.

Key Responsibilities & Time Allocation
1. Team Leadership & Management (30%)
  • Recruit, train, and oversee call center operations staff including supervisors and agents.Set performance objectives and establish KPIs for teams and individuals.
  • Drive employee retention initiatives and reduce turnover rates.
  • Conduct regular coaching, performance evaluations, and feedback sessions.
  • Foster a positive, collaborative, and performance-driven team culture.
2. Operational Oversight (20%)
  • Manage daily operations across all omnichannel support touchpoints: calls, chat, live chat, email, and others.
  • Monitor productivity, quality, and service-level performance; implement improvement plans when needed.
  • Maintain high customer satisfaction while balancing efficiency and service quality.
  • Ensure compliance with SOPs, internal policies, and client requirements.
  • Manage operational budgets, resource allocation, and workforce planning.
3. Customer Experience Enhancement (20%)
  • Review customer feedback and operational data to identify service quality gaps.
  • Develop and implement strategies to improve CSAT, NPS, and overall user experience.
  • Resolve escalated customer issues promptly and professionally.
  • Collaborate with Quality Assurance to ensure continuous agent improvement.
4. Technology & Tools Management (10%)
  • Oversee deployment and usage of call center technology platforms.
  • Manage system access permissions and ensure secure, appropriate usage.
  • Train staff on new software, workflows, and digital tools.
  • Work with Product/IT teams to optimize system performance and enhance efficiency.
5. Reporting & Analytics (10%)
  • Report directly to the Senior Operations Manager.
  • Analyze QA and operational data to develop and execute improvement initiatives.
  • Prepare comprehensive performance reports (weekly, monthly, quarterly, yearly).
  • Provide actionable insights to enhance operational stability and quality.
6. Collaboration & Cross-Functional Coordination (10%)
  • Coordinate closely with the Quality Team to maintain and elevate agent service levels.
  • Work with HR, Training, WFM, and other internal teams on operational projects.
  • Support company-wide initiatives to enhance operational efficiency.
  • Perform other tasks assigned by the Senior Operations Manager.
Skills & Experience Requirements
  • Minimum 3 years' experience in call center management, ideally in transportation, e-commerce, retail, or BPO sectors.
  • Experience working with global or multinational companies is a strong advantage.
  • Proven ability to manage large teams in a high-volume contact center environment.
  • Strong leadership, coaching, and team development skills.
  • Ability to adapt quickly to operational challenges and shifting priorities.
  • Excellent communication, problem-solving, and presentation abilities.
  • Strong attention to detail and proactive, initiative-driven mindset.
  • Capable of both team collaboration and independent decision-making.
  • Bachelor's degree or higher preferred.
  • English proficiency is essential.

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