Assistant Deputy Head, Customer Experience
Ninja Van
- Ho Chi Minh City
- Permanent
- Full-time
- Manage the service quality & report quality of local phone operator vendors such as caresoft, access administration of those equipment and systems deployed in the local Customer Experience Organization.
- Maintain IVR greeting, and manage/adjust the phone routing flows.
- Proactively input to improve the scorecard of Customer Experience employees. Manage FSR system as local FSR representative.
- CE SOPs representative: represent CE Head in country SOP Committee & to work with CE Managers to build/revise/update CE SOPs & work instruction.
- Prepare and submit to the Head of Customer Experience the cost calculation of the CE team such as operation cost, new project, and implementation plan in the most economical way.
- Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
- Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.
- Supervise the project progress, together with the cross-department & Regional team.
- Provide project evaluation (if any).
- Other ad-hoc assigned by CE head
- Excellent in English (both verbal & written)
- University & above
- Solid project management skills with an ability to be flexible when required.
- Strong numeracy skills with some experience of managing complex budgets.
- An ability to prioritize workloads and juggle competing demands.
- Faultless planning skills including deep understanding of the planning consent process.
- Problem solving & project management
- Extensive experience of the planning process from preparation and submission to consent and appeal.
- Evidence of previous report writing and making recommendations on major planning applications.
- Analytical track record for using and translating data for proposal planning purposes.
- Project management know-how with previous experience of taking planning projects through the stages from formation to finalization.
- Skillful in planning and data analytics.
- Strategy development
- Critical thinking
- Business acumen
- Phone allowance
- "Tet" bonus , Performance review from 1 - 4 months
- Paid social insurance based on full salary
- 15 days annual leave, 5 days sick leave (with full salary)
- High-class AON Health Insurance for manager level.
- Year End Party, annual Townhall Ceremony
- Annual company trip
- Attractive team-building activities, regular internal activities
- Provide laptop for employees
- Opportunities to promote to higher positions: Senior, Team Leader, Manager, etc.
- Young and dynamic working environment
- The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities thoughout the country.