NINJA VAN tuyển dụng Assistant Deputy Head Of Customer Experience

Performance monitoring & system management (50&)

• Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
• 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.

Planning & Process innovation (20%)

• Create, implement, and develop effective customer service procedures, policies, and standards.
• 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.

Project Management (20%)

• Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
• Supervise the project progress, together with the cross-department & Regional team.
• Provide project evaluation (if any).

Others (10%)

• Assist the CE deputy head in daily team management & reporting.
• Other ad-hoc assigned by CE deputy head

Salary and benefits:

• Competitive income compared to the market
• 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

Training and developing:

• Participate in internal training courses: online/offline
• Opportunities to promote to higher positions: Senior, Team Leader, Manager, etc.

Work environment & colleagues:

• Senior leaders are open-minded, respectful, and ready to facilitate personal growth
• 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.

• Excellent in English (both verbal & written)
• University & above

Skills:

• Analytical ability to understand and interpret data for a range of audiences.
• 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

Experience:

• From 2-3 years of proven planning experience in MNC companies.
• 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.