WE NEED YOU:
This dual-track role bridges core operational control with hands-on project coordination across new and ongoing
Contact Center initiatives. You will oversee departmental budgeting, vendor reconciliation, and administrative
infrastructure while actively supporting Service Delivery Managers (SDM) through project onboarding, cross
functional execution, resource planning, and governance
Key Responsibilities & Core Deliverables
1. Project Coordination & Delivery Support (35%)
• Onboarding & Setup: Support end-to-end operational onboarding for new Contact Center client
campaigns and internal rollouts.
• Business Case Analysis: Collaborate with leadership on business case assumptions, capacity modeling,
and cost estimation during project scoping.
• Agency & Vendor Coordination: Partner with the Service Delivery Manager to manage daily
communications, deliverables, and SLAs with external partner agencies.
• Resource Management: Monitor staffing allocations, floor capacity, seat utilization, and equipment
readiness to ensure optimal deployment.
• Governance & Action Tracking: Capture clear meeting minutes and actively drive post-meeting action
items across cross-functional internal teams and external agency stakeholders.
2. Financial Control & Budget Management (25%)
• Budget Tracking: Track and maintain the department’s annual budget.
• Accounting Liaison: Manage revenue/cost logging, PO processing, and payment workflows in direct
coordination with Accounting & Finance
3. Vendor Reconciliation & Contract Operations (15%)
• Reconciliation Cycles: Oversee monthly reconciliation cycles with regular partner agencies, ensuring
invoice accuracy and billing compliance.
• Legal & Procurement: Coordinate with Legal and Procurement on Statements of Work (SOW), master
service agreements, and commercial terms for new project rollouts.
4. Contact Center Administration & Facilities (15%)
• Floor Administration: Supervise daily floor administration and direct the on-site support crew
(reception, facility staff, junior admin).
• Operational Readiness: Maintain workspace compliance, operational uptime, and floor readiness for
active campaigns.
5. Event Management & Executive Support (10%)
• Workshops & Reviews: Organize key business reviews, client town halls, and internal alignment
workshops.
• Executive Logistics: Handle leadership calendar coordination and travel logistics for field visits and
client audits.
WORK LOCATION:
• Sohobiz Building, Floor 1, 38 Huynh Lan Khanh, Tan Son Hoa Ward, HCMC
WORKING TIME:
• Service time: 8:30 AM – 5:30 PM, Monday – Friday, 8:30 AM – 12:30 PM Saturday
REQUEST
• Experience: Minimum 2–3 years of hands-on experience in Contact Center operations, BPO
coordination, project administration, or PMO support.
• Project Tooling & Governance: Familiarity with project tracking workflows, RACI matrices,
milestone scheduling, and meeting action logs.
• Financial Acumen: Practical experience in budget logging, variance monitoring, and vendor
reconciliation cycles.
• Communication & Language: Professional English proficiency (verbal and written) for stakeholder
reporting, vendor management, and documentation.
• Mindset & Ownership: Highly organized, proactive in risk escalation, detail-focused, and execution
oriented.
BENEFITS
• 13th month salary.
• Insurances followed Vietnamese Labor Law.
• Promotion opportunities, salary increase once/year.
• Bonuses, gifts for Holidays.
• Activities: Birthday party, Town Hall, Employee engagement activities.
