Job Description
- Managing a team comprises Team Leaders, trainers, QA, and Flight agents in all aspects of a call center context.
- Planning and executing strategically Operations through forecasting, rostering, monitoring, briefing, coaching, and others.
- Highly involved in identifying agent gaps and offering prevention plans accordingly.
- Responsible for monitoring Flight agents in terms of quality and quantity to meet operational requirements from Clients.
- Handling escalation cases from customers to ensure due process adheres to properly with the highest customer service-oriented mindset.
- Handling and taking full responsibilities for escalation cases from clients to ensure lesson/experience learned and no re-occurrence.
- Taking full credits to train/retrain Flight agents to sustain service quality and quantity at par level.
- Following and making sure all team members are actively involved in activities Service Improvement and Motivation Program.
- Providing Performance Reports and analyses such as attendance, achievement, activities assigned, etc.
- Making valid decisions on complaints, despite from customers or the client, which required special treatment, such as complaints are not resolved in a specified period by the Service Level Agreement, bulk cases, and others.
- Developing personal performance and team members (Team leader and agents) such as training, briefings, seeking information latest, and others.
- Monitoring, make sure all members of the team (team leader and agent) are actively involved in the activities of Quality Service Management and Assessments.
- Carry out all the above activities in accordance KPI set by the company’s Client.
- Doing the responsibility and authority by the business processes defined by the company’s Client.
- Voluntarily taking inbound calls to support operations, when needed.
- Male/Female 25-35 years old.
- University degree or higher.
- Minimum of 1-year experience level Senior Team Lead/Supervisor.
- Experience in the flight ticket.
- Have knowledge and experience in airlines system (Sabre/Vietjet/Bamboo) or GDS. (Amadeus/Galileo/Sabre Red.
- Experience in Contact Center or OTA exposure is a plus.
- Strong personality and leadership.
- Project management experience, able to work independently on multiple concurrent initiatives.
- Demonstrated problem-solving skills, and strategic and analytical capabilities.
- Result-oriented, problem solver, analytical skill, and customer-focused.
- Excellent command of spoken and written English and Vietnamese.
- Disciplined and high motivated to motivate and encourage the team for improvement.
- Good at English both written and spoken.
- Good at Microsoft Office skills.
Skills
Management
Benefits
- Attractive Salary and Benefits.
- Performance appraisals every year.
- Performance bonus twice a year.
- Various training on best practices and soft skills.
- Diverse career opportunities with various industries and products.
- Company trip, big annual year-end party every year, team building, etc.
- Working hours: 9 AM-6 PM from Mon to Fri and Sat every 2 weeks, working 25 days/month.
Career
Ho Chi Minh
101-300 employees
https://freec.asia/
HRTech
IT/ Web
About
freeC is the Smart Recruiting Platform that leverages matching technology to actively connect hundred of thousand of employers and job seekers. The success of freeC is determined by our success in operating as a unified team. If you're interesting, ambitious, and eager to advance your career with us, explore our vacancies as below. We're excited to have you on board our ship to help us grow fast, deliver on our mission of actively connecting employers and job seekers around Vietnam
Working Address
Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCMView map