Contact Center Manager (quản Lý Tổng Đài Dịch Vụ Khách Hàng)
Prudential
Thành phố Hồ Chí Minh, Vietnam
Call center operations management
Customer service metrics monitoring
Cross-functional coordination
This role is responsible for overseeing the daily operations and performance of the call center team, ensuring service quality and operational efficiency
Job Summary
This role is responsible for overseeing the daily operations and performance of the call center team, ensuring service quality and operational efficiency.
Foster a collaborative and positive work environment that encourages initiative and ownership, and coach and develop team members to align with company values and performance expectations.
Ensure compliance with internal policies and service standards, identify operational risks and propose mitigation plans, and support internal audits and implement recommendations to strengthen controls.
Matching Summary
This role is responsible for overseeing the daily operations and performance of the call center team, ensuring service quality and operational efficiency.
Skills & Requirements
Must-have
Call center operations management
Customer service metrics monitoring
Cross-functional coordination
Employee engagement initiatives
Quality assurance and improvement
Nice-to-have
Partners for every life
Protectors for every future
Connect, Grow, and Succeed culture
Dynamic team development
Key Requirements
Associate or university degree
Experience in Customer Services/Call Center areas
Experience in Life Insurance
Proficiency in English: speaking, writing and reading fluently