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Mô tả công việcFully take responsible for Inbound team in Shopee Call Center. The following points is what CS
- Support the Customer Service Manager (CSM) in achieving business goals.
- Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs.
- Build team spirit for a team with 15 members
- Process designer
- Continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance.
- Support to develop training plan for new CSRs and maintain continuous training for existing CSRs.
- Assist CSRs in exceeding customer expectations through excellent customer service.
- Provide regular, transparent feedback and reporting on CSR performance to the CSM.
- Forecasting the volume of workload daily & peak period and design plans to overcome the backlogs but still maintain good KPIs
- Fining the gaps in process and offering the best solutions to maximize capacities and resources for improvement
- Identify risks and provide immediate action plans during sudden incident
- Coordinate with other teams/ departments to achieve companys business goals
Yêu cầu công việc- Proficiency in English and Vietnamese.
- Minimum 1.5 years of experience in supervisor role (specialized in Call Center).
- Goal better, data-driven, self-motivated leader, can-do attitude, open and supportive mindset
- Good at planning and organizing, communication, presentation, negotiation, interpersonal and problem solving.
- Work independently and proactively take on new responsibilities where most needed.
- Good at data and report to control backlogs & performance.
Quyền lợi được hưởng- 13th month payment
- 20 day full paid per year
- company trip one per year
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