Contact Center Lead

ROLE PURPOSE

To take overall leadership of the Call Center operations, driving service excellence and continuous improvement. This role plays a strategic part in defining operational direction, leading AI technology implementation, developing talent pipelines, and standardizing multi-channel procedures in alignment with corporate strategy

LOCAL JOB RESPONSIBILITIES

1. Call Center Operations Leadership

- Manage nationwide multi-channel contact center operations including Inbound, Outbound, Email, Chat, and social platforms (e.g., Zalo, OA).

- Ensure SLA adherence, resource optimization, and operational consistency

2. Service Strategy & Innovation

- Co-develop Annual Operating Plan (AOP) and Long-Range Business Plan (LRBP).

- Lead blueprinting for service design, contact flow redesign, customer journey improvement, and long-term strategic initiatives.

3. Technology Deployment & Service Innovation

- Lead the rollout of AI and automation solutions (e.g., chatbots, voice analytics, integrated CRM).

- Collaborate with internal and external partners to pilot, implement, and optimize new technologies.

4. Data Analysis & Strategic Reporting

- Analyze operational and customer experience KPIs (e.g., SLA, FCR, Abandon call, productivity, cost-to-serve).

- Provide strategic insights and actionable recommendations to management.

5. Team Capability Building & Succession Planning

- Coach and develop direct & indirect downline. Build leadership pipeline for a team of agents.

- Implement structured performance management, onboarding, and learning programs.

6. Cross-functional Collaboration & Representation

- Act as a strategic partner for the Call Center with Sales, Marketing, Digital, Compliance, IT, and Finance.

- Represent the function in leadership meetings and ensure alignment with company-wide initiatives.

REQUIRED QUALIFICATIONS & COMPETENCIES

• Bachelor’s degree in business administration, Statistics, IT, or a related field

• At least 5 years of experience in managing a team of call center, customer service or contact center operations

• Fluent in English (written and spoken)

• Experience in Project Management

• Data-driven mindset and familiar with data analytic tools: Power BI, Excel, and CRM platforms