A. Operations & Case Handling (Daily)
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Shift Assignment & Progress Monitoring: Review workload at the beginning of the day (Pending TK, BT, DIV, Recovery, Customer Service, Debt). Directly coordinate, assign shifts reasonably and closely monitor the processing productivity of officers by time slot, with special focus on HOT, VIP shifts or shifts receiving instructions from superiors.
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Onsite Support: Be present on-site to handle difficult maintenance cases, VIP customers, customers with serious complaints (CSAT 1-2) or cases with high risk of churn before and after service usage.
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Cross-departmental Coordination: Act as the main point of contact for continuous interaction with departments (Sales, Customer Service, FLI, SOC...) to thoroughly resolve abnormal cases, unsuccessful deployment cases (Not OK) or emerging incidents requiring cross-coordination.
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System Support for Officers: Approve and quickly process requests from subordinates (material allocation, line closure, removal, debt, create support/infrastructure repair tickets, test recovered modems, customer verification...).
B. Quality Management & Infrastructure (Daily / Weekly)
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Construction Quality Control: Strictly review actual construction images (IQC) of officers to ensure aesthetics, technical standards and compliance with regulations.
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Infrastructure Improvement Proposals: Regularly assess network status. Timely propose plans to supplement and upgrade infrastructure (power line renovation, underground installation, cable depression areas or full infrastructure) when projects or incidents occur.
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Business Promotion: Directly guide and encourage officers to participate in introducing and selling value-added equipment (Modem, Access Point, Camera...) to customers to improve service quality and increase sales.
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Process Improvement: Continuously contribute ideas and propose improvements to system tools (MyPT), coordination procedures to optimize productivity and work quality for the entire team.
C. Human Resources & Team Management (Periodic)
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Discipline & Occupational Safety: Monitor and check the on-time check-in rate at the beginning of the day. Strictly supervise the provision of occupational safety and health equipment (ATLĐ/BHLĐ) and the time officers leave the warehouse and office. Review, issue new or replace tools and equipment (CCDC) in a timely manner.
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Training & Mentoring: Directly guide and organize weekly professional and operational skill training sessions to enhance the capacity of the officer team.
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Performance Evaluation & Improvement: Organize periodic 1-1 meetings (weekly/monthly) with personnel with low KPI indices (Top underperformers) to review causes, analyze obstacles and provide specific remedial roadmaps.
D. Planning & Reporting
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Submit end-of-day reports on productivity, quantity of pending TK-BT and handling plan for the next day to the Department Head.
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Consolidate and report monthly operational status (KPIs, projects, monitoring results).
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Plan objectives and develop plans for the new week/month; proactively review and redistribute management areas (AU) to officers for balance and optimization.
Education: College/University degree in Electronics Telecommunications, Information Technology, Computer Networks or related technical fields.
Experience: Deep understanding of telecommunications infrastructure deployment and maintenance. Management or team coordination skills or experience is an advantage.
Skills:
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Good communication and customer complaint (crisis) handling skills.
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Data analysis skills, planning ability, proficient use of internal management tools.
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Ability to communicate, train and build team cohesion.
Attitude: High responsibility, close attention to on-site reality, determination to pursue targets and ability to withstand high schedule pressure.
BENEFITS- Attractive salary
- Quarterly bonuses, Tet bonus, 13th and 14th month salary.
- Full insurance as per law: Social insurance, Accident insurance, FPT Care insurance.
- Annual leave, travel allowance, holidays and special company occasions.
- Work in a young, dynamic and flexible environment.
- Training, learning and self-development opportunities, work environment with many advancement opportunities.