Contact Center Manager (Quản Lý Tổng Đài Dịch Vụ Khách Hàng)

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Purposes

This role is responsible for overseeing the daily operations and performance of the call center team, ensuring service quality and operational efficiency. The position also supports cross-functional coordination, continuous improvement, and employee engagement across various service channels.

Job Responsibilities

Operational Management

• Lead and support the team to ensure timely and consistent handling of customer interactions across assigned channels.

• Monitor team performance and service metrics (e.g., AB, SLA, AHT, FCR, NPS, Connection rate, Successful rate, QC…) and take corrective actions when needed.

• Coordinate with relevant departments to resolve outstanding cases and improve response quality.

• Conduct regular quality reviews and recommend improvements to enhance customer experience and operational processes.

• Support resource planning, training, and knowledge sharing to ensure team readiness and adaptability.

• Perform other tasks as assigned by the Line Manager or Company’s management.

People & Stakeholder Engagement

• Foster a collaborative and positive work environment that encourages initiative and ownership.

• Coach and develop team members to align with company values and performance expectations.
• Maintain effective communication with internal stakeholders to support service delivery and team alignment.

Risk & Compliance

• Ensure compliance with internal policies and service standards.
• Identify operational risks and propose mitigation plans.
• Support internal audits and implement recommendations to strengthen controls.

Job Accountability

• Drive team performance and service quality through coaching, monitoring, and feedback.
• Recommend initiatives to improve customer satisfaction and operational efficiency.
• Act as a role model in demonstrating company values and leadership behaviors.

Job Requirements

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.