Operations Manager

Manage and coordinate the daily operations of the Customer Service project team to ensure high performance, enhance customer experience, and optimize operational processes and costs. This role serves as a key bridge between service strategy and effective execution.
Daily Operations Management:
• Ensure project KPIs and service performance targets are met.
• Supervise and coordinate daily activities of customer service teams (via phone, email, chat, in- person, etc.).
Process Development & Improvement:
• Implement technology and automation solutions into workflows when required.
• Design and optimize customer service processes to improve efficiency and minimize errors.
Data Analysis & Reporting:
• Analyze operational data and customer complaint trends to propose service improvement solutions.
• Prepare periodic reports for senior management on operational performance and service quality metrics.
People Management:
• Foster a positive working environment that encourages employee development and retention.
• Recruit, train, develop, and evaluate the performance of customer service staff.
Cross- functional Coordination:
• Develop and maintain strong working relationships with internal departments and external partners.
• Support coordination among internal Contact Center teams.
Risk Management & Incident Handling:
• Respond promptly to service crises and incidents.
• Develop recovery plans and appropriate communication strategies to minimize impact.

• Proficiency in customer service management tools (CRM, Helpdesk software, etc.).
• Strong analytical mindset, problem- solving skills, and customer- oriented thinking.
• Bachelor’s degree or higher, preferably in Business Administration, Operations Management, Communications, or related fields.
• Good communication skills in both Vietnamese and English.
• High sense of responsibility with the ability to collaborate across departments to handle arising issues.
• Minimum 5 years of experience in Customer Service, including at least 3 years in an operations management role.
• Strong leadership, organizational, and decision- making skills.
BENEFITS:
• Provision of work equipment (Macbook/ Laptop, mouse, monitor, etc.).
• Comprehensive health and accident insurance.
• Probation period salary is 100% of the official salary.
• 15 days of annual leave, 3 remote work days per month.
• A creative and modern working environment.
• Competitive salary package (Base salary and performance bonuses).

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Cập nhật gần nhất lúc: 2026-01-11 13:05:03