Team Head of Contact Centre

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What We Can Offer

In accordance with company policy
Social insurance, health insurance, unemployment insurance according to Labor Laws
Professional and active working environment

Job Description

• Monitoring random calls to improve quality, minimise errors and track operative performance
• Organising staffing, including shift patterns and the number of staff required to meet demand
• Coaching, motivating and retaining staff
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
• Carrying out needs assessments, performance reviews and cost/benefit analyses
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Assist Head of Departments to drive and champion initiatives for process alignment
• Ensuring all relevant communications, records and data are updated and recorded.
• Handling complex customer complaints or enquiries
• Support dedicated projects (eg. Implementation of new products or technologies)
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Job Requirements

• Proven experience within similar senior contact centre management role
• Ownership of your departments risk framework
• Responsible for ensuring your site adheres to compliance standards
• People management experience
• Excellent analytical, decision making and problem solving skills
• Ability to work under pressure, manage your time effectively and work on your own initiative
• Self-motivated, ambitious and determined
• Excellent communication skills at all levels
• Motivating your team to deliver results

Job Locations

17 Le Duan, Ben Nghe Ward, District 1, Hochiminh City, Vietnam

United Overseas Bank (Vietnam) Limited is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices.

In 1935, amid the economic uncertainties following the Great Depression, UOB Vietnam opened its doors to offer banking services for the merchant community in Singapore.

Since then, UOB Vietnam has grown organically and through a series of strategic acquisitions. Today, UOB Vietnam
is rated among the world’s top banks: ‘Aa1’ by Moody’s and ‘AA-’ by Standard & Poor’s and Fitch Ratings.

Generations of UOB Vietnam employees for the past 80 years have carried through the entrepreneurial spirit, focus on long-term value creation and an unwavering commitment to do what is right for our customers and our colleagues.

At UOB Vietnam, we believe in being a responsible financial services provider and we are committed to making a difference in the lives of our stakeholders and in the communities in which we operate.

Just as we are dedicated to helping our customers manage their finances wisely and grow their businesses, UOB Vietnam is steadfast in our support of social development, particularly in the areas of art, children and education.

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Why work with us?

With a vision to be a premier bank in the Asia Pacific, we are looking for people who make a difference and who share our passion for growth and success. We reward performance, provide excellent training and help you carve a clear career path.

At UOB Vietnam, we believe people are our greatest asset. This is why your talent and contributions will never go unrecognised. Besides a competitive remuneration which includes an attractive employee care programme comprising comprehensive staff rewards programmes, such as medical care, insurance cover, and a wide array of financial and banking incentives, our employees can also look forward to relaxing holiday facilities in Singapore and abroad.

Be a part of our team today.

Read full company information
Central Plaza Office Building, 17 Le Duan, Ben Nghe Ward, District 1, Hochiminh City, Vietnam
500-999 staffs
 	  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)

360 giờ học linh động, phù hợp với học viên vừa học vừa làm.

Bằng được công nhận bởi Bộ GD&ĐT Việt Nam do Đại học Côte d’Azur (Pháp) cấp có giá trị toàn cầu.

Cơ hội tìm kiếm học bổng Tiến sĩ tại Anh, Pháp và các nước khác dễ dàng hơn.