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Customer Service Teamlead (Call Center)


Lượt xem: 283 | Ngày cập nhật: 14/10/2019(2 năm trước)

Tỉnh thành tuyển dụng: Hồ Chí Minh

Hạn nộp hồ sơ: Đã hết hạn nộp hồ sơ

Mức lương: 15 - 20 triệu

Thông tin

- Chức vụ: Trưởng nhóm

- Kinh nghiệm: 1 - 2 năm kinh nghiệm

- Hình thức làm việc: Khác

- Yêu cầu bằng cấp: Cao đẳng trở lên

- Yêu cầu giới tính: Không yêu cầu

- Số lượng cần tuyển: 1 ứng viên

- Ngành nghề: Chăm sóc khách hàng

Mô tả công việc

- Supervising a dynamic team to support Client managed services to team members (CS agent -Tier 1)
through rostering, monitoring, briefing, coaching, and others.
- Making strong assurance of cascading updates from Client to CS agents in timely and accurate manner.
- Taking decision about problems that occurred in the entire program that supports service Contact Center of Client and its analysis.
- Flagging to Project Supervisor for any abnormalities in operation
- Rendering best support and sharing best practices to agents for maintain up-to-par standard and work efficiency.
- Voluntarily taking inbound calls or digital contacts to support operation
- Voluntarily making outbound calls to handle escalation cases
- Taking part in improving quality of all units in CRM & CX within agreed development period
- Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
- Being responsible for updates product/program into system for customer service (function Employee Support).
- Provide Activity Report as Team performance report daily, weekly and monthly bases.
- Attending Weekly Meeting with Clients to share insights and highlights of operation.
- Attending to ad-hoc tasks as assigned by Superiors or Client.

Yêu cầu công việc

- At least 1 year-experience in leading an in-bound team in Call Center environment
- Strong determination of KPI achievement.
- Proved ability to do staffing and scheduling
- Ability to effectively manage cross-functional projects.
- High acceptance of shift-based schedule
- Strong customer-service-oriented mind-set to set tone for team members
- Ability to do multitasks and highly adapt to constantly changing environment
- Excellent oral, written and interpersonal communication skill
- Vietnamese as native communicator and good English proficiency is required
- Ability to solve problems quickly and independently while working in a fast-paced environment
- Ability to provide quick solutions for operational issues
- Intermediate to advanced reporting skills
- Moderate ability to identify and analyze data for trends and forecast
- Experience in providing performance feedback
- Above average time management
- Minimum of a bachelor degree in relevant field.
- Disciplined and high motivated to motivate and encourage team for improvement.

Quyền lợi được hưởng

- Bonus: twice a year
- Salary review: once a year
- Company trip, Health checking yearly.

Hình ảnh

So sánh lương Nộp hồ sơ
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