JOB SUMMARY

• The Call Center Manager is responsible for overseeing the overall operations, performance, and service quality of the Call Center to ensure excellent customer experience via phone and other online channels. This role leads the Call Center team in delivering professional, timely, and accurate support to customers while ensuring compliance with service standards, KPIs, and healthcare information confidentiality regulations. 
• The Call Center Manager plays a key role in optimizing operational efficiency, improving customer satisfaction, enhancing customer loyalty, and strengthening the brand reputation of Hoan My Group. 

PRIMARY RESPONSIBILITIES

• Develop and manage the overall KPI framework aligned with business objectives.
• Set and cascade departmental performance targets.
• Analyze operational data to evaluate effectiveness and drive performance improvements
• Recruit, train, and coach Call Center team members.
• Conduct regular coaching sessions and develop Individual Development Plans (IDPs).
• Perform periodic performance reviews and provide constructive feedback.
• Develop succession planning and backup workforce capacity
• Manage QA programs and call quality monitoring.
• Analyze customer feedback and complaint trends.
• Improve processes and call scripts to enhance customer experience
• Propose service improvement initiatives.
• Oversee complaint intake and resolution processes.
• Coordinate with relevant departments to resolve issues.
• Ensure compliance with internal SLAs.
• Ensure compliance with customer and patient data confidentiality and privacy regulations.
• Oversee and monitor data entry accuracy and proper use of the CRM and call center systems.
• Prepare and present periodic operational reports to Management.

OUR CARE VALUES:

“Hoan My is guided by our CARE values: Commitment to Quality Care, Accountability for Outcomes, Respect for Our Communities, and Empathy with Our Patients. These principles shape how we work and how we treat one another. We seek people who put these values into practice and show excellence, innovation, and integrity in their work.”

• Bachelor’s degree or above in Business Administration, Healthcare Management, Customer Service, or related fields.
• Minimum 5 years of experience in Call Center/Customer Service, with at least 2–3 years in a managerial role.
• Experience in healthcare, hospitals, clinics, or health insurance is preferred.
• Strong understanding of Call Center operations and KPIs (Service Level, ASA, AHT, FCR, CSAT, QA, etc.).
• Knowledge of performance management, people management, and service process improvement.
• Proven experience overseeing large-scale 24/7 call center operations with high performance and service standards.
• Strong leadership and team management skills.
• Strong analytical and data-driven decision-making skills.
• Excellent communication and presentation skills, including interaction with senior management.
• Strong problem-solving and complex issue-handling skills.
• Good planning, organization, and execution skills.
• Proficiency in CRM systems, call center platforms, and MS Office.
• Fluent in English communication.
• Willing to work flexibly based on operational requirements.
• AbilitGood health and physically able to work in an office and call center environment.
• Able to sit and work with a computer for extended periods.
• Capable of maintaining high levels of concentration during operational supervision.y to work in a high-pressure, KPI-driven environment.
• Strategic mindset with continuous improvement orientation.
• Strong commitment to customer/patient data confidentiality and internal policies