Customer Contact Center Manager

• 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

• 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