Trưởng nhóm Chăm sóc Khách hàng

CÔNG TY TNHH THIÊN TÚ

The Team Leader plays a pivotal role in driving team performance, ensuring customer satisfaction, and maintaining efficient operations. This position requires strong leadership skills, a keen understanding of call center dynamics, and the ability to motivate and guide team members toward achieving their goals.

Responsibilities

• Oversee daily activities and performance of the call center team to ensure adherence to service level agreements (SLAs), productivity, QA, etc.
• Conduct regular team meetings to communicate updates, expectations, and address any concerns.
• Monitor and evaluate agent performance through call, chat, email... reviews and performance metrics.
• Provide constructive feedback and coaching to improve agent skills and productivity.
• Ensure high levels of customer satisfaction by addressing escalated issues and implementing effective solutions.
• Develop strategies to improve the overall customer experience and reduce complaint rates.
• Generate reports on team performance, customer feedback, and operational efficiency.
• Analyze data to identify trends and recommend improvements to processes and service delivery.
• Work closely with Quality Assurance Specialists, Operations Manager, QA Manager, and other team leaders to align on goals and strategies.
• Participate in cross-functional meetings to drive initiatives that enhance call center operations.

Qualifications

• A college’s degree or higher is preferred.
• With a minimum of 01 years' experience in a call center as a team Leader, particularly within the transportation, e-commerce, or retail industries.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint) and call center software.
• Attention to detail and a commitment to quality.
• Strong interpersonal skills and ability to work in a team-oriented environment.
• Ability to manage time effectively and handle multiple tasks simultaneously.
• Good at English

[3] Salary: 14 - 17 mil

[4] Working time & Location:

• Working time: 9 hours/shift (including 1 hour for lunch). 6 days / week
• Location: DHL Express, 06 Thang Long, Ward 4, Tan Binh Dist, Ho Chi Minh city

[5] - Benefits:

• Engage in social security, health insurance, unemployment insurance, and trade union activities as outlined by the Labor Law.
• Take part in soft skills training and explore advancement opportunities.
• Evaluate KPIs and project bonuses.
• Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1.
• Participate in team-building activities…
• Annual leave: 12 days/year

• Engage in social security, health insurance, unemployment insurance, and trade union activities as outlined by the Labor Law.
• Take part in soft skills training and explore advancement opportunities.
• Evaluate KPIs and project bonuses.
• Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1.
• Participate in team-building activities…