- 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.