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[HCM] TEAM LEADER CS/CALL CENTER

Vị trí

TEAM LEADER CS/CALL CENTER

Lương

700 ~ 800 USD/Tháng

Loại hình công việc

Full-Time

Thời hạn bài đăng

Aug 23 2019 ~ Sep 22

Chi tiết

JOB DESCRIPTION Scope of job: - To lead an in-bound team up to 24 CS agents to deliver supports related to Accommodation and Flights products by transcosmos’ Client Managed Service. - The role requires candidates to be able to fulfill and commit to below. - Responsibilities tied with Requirements. Responsibility: - Supervising a dynamic team to support transcosmos’ 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 transcosmos’ 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. REQUIREMENTS - 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 multi tasks 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. Working condition: ● Salary: Negotiable. ● Bonus: twice a year ● Salary review: once a year ● Company trip, Health checking yearly

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Quận 3, Hồ Chí Minh, Việt Nam