1. Position OverviewThientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries. We are currently seeking a committed and detail-oriented QA Lead to join our expanding team.The Deputy Call Center Manager supports the Call Center Manager in overseeing daily operations and ensuring the delivery of high-quality customer service. This role requires strong leadership capabilities, operational awareness, and the ability to drive improvements across teams and processes.2. Job ResponsibilitiesTeam Leadership and Management (30%)Support the recruitment, training, and supervision of call center agents and team leaders.Assist in setting clear objectives and KPIs for individuals and teams; track and monitor progress.Contribute to employee engagement initiatives to enhance retention and reduce turnover.Participate in conducting performance evaluations and providing feedback and coaching.Operational Oversight (20%)Assist in managing omnichannel communication operations (calls, chat, live chat, email, etc.).Monitor productivity and quality performance metrics; propose improvement strategies.Help maintain high customer satisfaction by balancing efficiency and service quality.Ensure adherence to company policies, procedures, and compliance standards.Support effective resource planning and budgeting activities.Customer Experience Enhancement (20%)Gather and analyze customer feedback to identify service improvement opportunities.Support the development and implementation of customer service strategies.Handle escalated customer issues and complaints when required, ensuring timely resolution.Technology & Tools Management (10%)Assist in implementing call center tools and technologies.Help manage agent access permissions within the system.Support training efforts related to new tools, features, or software updates.Reporting (10%)Prepare reports for the Call Center Manager and Senior Operations Manager.Analyze performance and quality results to recommend action plans.Contribute to weekly, monthly, quarterly, and annual reporting.Collaboration (10%)Work closely with the Quality Assurance team to maintain and improve agent performance.Collaborate with cross-functional teams to support operational initiatives.Perform additional tasks assigned by the Call Center Manager or Senior Operations Manager.3. RequirementsCandidates of any gender with at least 3 years of experience in a call centerenvironment, preferably in transportation, e-commerce, or retail.Experience working with global companies is an advantage.Strong organizational, leadership, and communication skills.Adaptive, proactive, and detail-oriented mindset.Ability to work both independently and collaboratively.A Bachelors degree or higher is preferred.Good proficiency in English is required.4. Working HoursMonday Saturday | 08:30 17:30Call Center operates 24/7, 365 days (shift coordination may be required)5. BenefitsParticipation in social, health, unemployment insurance, and trade union activities as per Labor Law.Access to soft-skill training and career development opportunities.KPI evaluations and performance/project bonuses.Holiday gifts/bonuses: March 8, October 20, April 30, January 1, May 1.Team-building and company engagement activities.Location: Tan Binh Dist, Ho Chi Minh City
