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

Ho Chi Minh City, , Vietnam -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Collaboration, Resilience, Adaptability, Coaching, Development, Communication, Problem Analysis, Priority Management, Change Management, Customer Service Mindset, Time Management, Presentation, English Fluency, Mentoring, Operational Management

Industry

Financial Services

Description

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 Qualifications Associate or university degree Knowledge and skill Experience in Customer Services/Call Center areas Experience in Life Insurance Strong communication, coaching, and team management skills Ability to analyze problems, manage priorities, and adapt to change Customer service mindset and experience in service operations Proficiency in time management and presentation Proficiency in English: speaking, writing and reading fluently Experience in mentoring and developing teams in a dynamic environment Willingness to work flexible shifts and support cross-functional tasks Competencies Team Leadership & Collaboration – Lead effectively and promote teamwork Resilience & Adaptability – Maintain performance under pressure and adapt to changes Coaching & Development – Support team growth through guidance and feedback 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. We are Prudential. For Every Life, For Every Future. Prudential plc provides life and health insurance and asset management to 18 million customers across 24 markets in Asia and Africa. We are headquartered in London and Hong Kong and are focused on four strategic regions: Greater China, ASEAN, India and Africa. We are served by around 68,000 average monthly active agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom. Find out more at www.prudentialplc.com Follow us on LinkedIn

Responsibilities

This role is responsible for overseeing the daily operations and performance of the call center team, ensuring service quality and operational efficiency across various service channels. Key duties include leading the team, monitoring service metrics, coordinating issue resolution, and conducting quality reviews.