General Manager (Call Center Manager)


Job description

  1. The Role:
    We are looking for a seasoned Operations professional for Vietnam. The identified resource is expected to manage the delivery & operations for a Delivery client. This individual will lead client engagement and will be fully responsible for delivering client. He / She will proactively engage/work with all support functions - Hiring, Training, Quality (transactional & process improvement), and Finance for success of the account. He/She is responsible for Employee Engagement, Retention, mapping career paths, employee development, and creating a culture of ownership amongst staff. He / She will be responsible for financial performance of the account.
  2. Key Responsibilities:
  • Lead all client and internal calls for the process, single point of contact.
  • Direct WFM, Training, and other shared services for optimum functioning of account.
  • Single point of contact for all financial decisions regarding the account.
  • Manage attrition and career planning of all employees within span of control.
  • Grow account strategically to increase top line for the organization.
  • Manage and improve profitability of the account.
  • Ensures continuous improvement in service delivery through Process improvement initiatives.
  • Undertake the development, implementation, monitoring and reporting of the Operations Plan to meet the goals.
  • Work with the Senior Management Team both inhouse/CNX to improve performance, service quality, processes, and information flow.

Job Requirement

  • Currently work as Senior Manager role (min 100HC), experience in operations team lead.
  • Knowledge of leading delivery with Voice business services mandates.
  • Experiences in hands-on contact center/outsourcing space.
  • Ability to monitor efficiency parameters (seat utilization / shrinkage /attendance management / retention etc).
  • Ability to manage client expectations and drive high e-Sat / VOC.
  • Strong financial management acumen. Understanding of P&L.
  • Strong understanding of contracts and key BPO dynamics governing them.
  • Strong customer service orientation and client management skills
  • Robust experience in driving key customer metrics.

Required Job Skills

Client Relation BPO Client Service Client Management