Customer Service Director

Địa Điểm Làm Việc: Hồ Chí Minh
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Healthcare Plan
Paid Leave

Mô Tả Công Việc

Location: District 12, Ho Chi Minh City

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 to client SLAs. He / She will proactively engage / work with all support functions - Hiring, Training, Quality (transactional & process improvement), Finance for success of the account. He is responsible for Employee Engagement, Retention, mapping career paths, employee development and create a culture of ownership amongst staff. He / She will be responsible for financial performance of the account.

Key Responsibilities:
• Service Delivery – achieving all key contractual SLAs
• Day to day Client management
• 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
Xem toàn bộ Mô Tả Công Việc

Yêu Cầu Công Việc

Desired Skills:
• Vast experience (hands on) in contact center/ outsourcing space
• Knowledge of leading delivery with Voice business services is mandate
• Ability to monitor efficiency parameters (seat utilization / shrinkage / attendance management / retention etc)
• Ability to work under pressure and adapt & drive the team to meet constant changing dynamics
• 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 of driving key customer metrics like NPS/ CSAT
• Fundamentally a strong people manager. Should be able to guide a team to success

***Concentrix is an Equal Employment Opportunity employer***

Địa Điểm Làm Việc

Quận 12, TP HCM

Concentrix is a global business services firm that transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. A Top 10 Services Provider, it partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements.
With a presence in more than 40 countries and a staff of more than 200,000 globally who speak 40+ languages. Concentrix provides highly valued services to clients in 10 primary industries, leveraging outstanding process capabilities, and sophisticated operational excellence with global scale, deep analytical capabilities, relevant and innovative technologies, and the best staff in the market.

Xem toàn bộ thông tin công ty
District 12 Quan Tuan Software Park
1.000-4.999 nhân viên
CHƯƠNG TRÌNH TUYỂN SINH THẠC SĨ QUẢN TRỊ THƯƠNG MẠI QUỐC TẾ - ĐẠI HỌC CÔTE D’AZUR (PHÁP)

CHƯƠNG TRÌNH TUYỂN SINH THẠC SĨ QUẢN TRỊ THƯƠNG MẠI QUỐC TẾ - ĐẠI HỌC CÔTE D’AZUR (PHÁP)

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