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Senior Project Manager – CX Operations

DIGI-TEXX VIETNAM ·
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Trưởng / Phó phòng
Ngành nghề
Ngành nghề khác
Mức lương
Thương lượng
Địa điểm
Hồ Chí Minh, Quận 6

Tổng quan

  • Account & Project Management
  • Take end-to-end ownership of assigned CX accounts.
  • Ensure operational performance meets agreed SLA, KPI, quality, productivity and customer satisfaction targets.
  • Monitor daily/weekly/monthly operational performance and proactively identify risks, gaps and improvement opportunities.
  • Develop and execute action plans for performance gaps, backlog, productivity, quality and customer experience.
  • Lead operational reviews and business performance reviews with clients.
  • Client Management
  • Act as a key point of contact for clients and build strong, professional relationships with stakeholders.
  • Understand client business objectives and translate them into operational requirements.
  • Proactively communicate operational risks, incidents, performance gaps and recovery plans.
  • Manage escalations professionally and drive issues to resolution.
  • Identify opportunities for process improvement, scope expansion and value-added services.
  • Prepare and present regular performance reports, business reviews and improvement plans to clients.
  • People & Leadership
  • Lead and coach project managers, PAs and operational teams.
  • Build a performance-driven culture with strong focus on discipline, accountability, compliance and customer experience.
  • Review management team performance and provide coaching/development plans.
  • Ensure effective communication and alignment across Operations and supporting depts.
  • Develop succession plans and future operational leaders.
  • Operational Excellence
  • Establish and continuously improve operational processes, SOPs, workflows and governance.
  • Analyze operational data to identify root causes and drive sustainable improvements.
  • Lead initiatives to improve:
  • Productivity
  • SLA / Service Level
  • CSAT / Customer Experience
  • Quality
  • Backlog
  • AHT / Handling Time
  • FRT / Response Time
  • Employee performance and utilization
  • Conduct RCA and implement corrective/preventive actions for recurring operational issues.
  • Drive automation, digitalization and process optimization where applicable.
  • Business & Financial Management
  • Monitor account financial performance, manpower cost and operational efficiency.
  • Support budgeting, forecasting and manpower planning.
  • Identify opportunities to optimize cost while maintaining service quality.
  • Support commercial discussions, SOW changes, pricing and scope expansion when required.
  • Work closely with BD teams on new opportunities and client requirements.
  • 4+ years of experience in Customer Service, BPO, CX Operations or related outsourcing environment.

Quyền lợi

  • Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm, CLB thể thao
Chế độ bảo hiểmChế độ thưởngTăng lươngChăm sóc sức khỏeDu lịchĐào tạoPhụ cấpNghỉ phép nămLaptop / Thiết bị

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