Customer Contact Center Manager


Job Description

  • Ensure consistent and best-in-class customer services to Customers through effective planning, management, and staffing, supported by the deployment of appropriate enabling technologies, within the Customer Contact Centre Entertainment. 

  • Main Accountabilities:
  • Manage day-to-day operations of the contact center and ensure adherence to global CS processes, systems and schedules to drive service excellence, quality, productivity and maximize revenue generating opportunities
  • Function as the contact point for escalated customer complaints and handle such cases effectively and professionally, exhibiting proactivity and responsiveness to customer issues
  • Review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage
  • Liaise closely with CS Development and HR to evaluate training, retraining needs of staff and identify training gaps to keep staff abreast of changing needs of DHL customers
  • Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services.
  • Ensure that AOP Budget for revenue generation in the CS Department is met and achieved
  • Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes
  • Identify training needs and opportunities to develop a highly skilled CS workforce
  • Develop IKOs/KPIs with team members and monitor individual and team performance
  • Plan, organize and direct an efficient and effective team of customer service professionals.
  • Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets

Job Requirement

  • Degree in Business/Marketing (preferable) or equivalent.
  • 8 years of experience in a related capacity
  • 3 years experience in a operations management capacity in a similar sized Customer Contact Centre
  • Experience in quality management system such as ISO and COPC-2000 (preferable)
  • Fluent English (written & spoken)



Location: 6 Thang Long, W4, Tan Binh District


Work Location

Hồ Chí Minh



Published Date

10-10-2022 | 12:00:00

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