← DIGI-TEXX VIETNAM
Senior Project Manager – CX Operations
DIGI-TEXX VIETNAM ·
Ứng tuyển tại trang chính thức ↗
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
- 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.
- 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.
- 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.
- 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.
- 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.
- At least 3 years in a Project Manager / Operations Manager / Senior Operations leadership role.
- Strong experience managing CX / Customer Service operations, preferably non-voice, voice or omnichannel environments.
- Experience working with e-commerce platforms / marketplaces / digital platforms is highly preferred.
- Proven experience managing client-facing operations and senior client stakeholders.
- Strong understanding of CX operational KPIs, including SLA, CSAT, QA, AHT, FRT, productivity, backlog and service level.
- Experience managing large teams and multiple operational functions.
- Strong analytical and problem-solving skills with the ability to translate data into action plans.
- Strong English communication and presentation skills.
Tóm tắt thông tin từ tin tuyển dụng chính thức. Xem bản gốc ↗
Quan tâm đến vị trí này?
Bạn sẽ được chuyển đến trang ứng tuyển chính thức của nhà tuyển dụng.
Ứng tuyển tại trang chính thức ↗
Đây là doanh nghiệp của bạn?
Nhận quản lý trang, yêu cầu chỉnh sửa hoặc gỡ bỏ
→