Contact Center Assistant Manager

About the role

The Contact Center Assistant Manager will support the overall performance of Samsung Vina Electronics' contact centre in Ho Chi Minh City. This role focuses on monitoring key performance indicators, enhancing customer experience, and ensuring service quality.

Key responsibilities

• Monitor contact centre operations through predefined systems and KPIs, ensuring targets are met.
• Analyse KPI data, prepare comprehensive reports and present insights to senior management.
• Evaluate end‑to‑end customer processes and recommend improvements to deliver optimal service.
• Manage quality initiatives by communicating with customers and conducting quality control activities.
• Collaborate with cross‑functional teams to drive process improvements and resolve operational issues.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Minimum of 5 years’ experience in contact centre operations.
• Strong knowledge of KPI management, data analysis and process improvement.
• Excellent analytical, communication and presentation abilities.
• Fluent in both Vietnamese and English with strong teamwork and stakeholder‑management skills.

Required skills

• KPI management
• Data analysis