Mô tả công việc
- Managing team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
- Supervising a dynamic team to support company’s Client managed services to team members through rostering, monitoring, briefing, coaching, and others.
- Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
- Taking decision about problems that occurred in the entire program that supports service Contact Center company’s client and its analysis.
- Reporting to General Manager/CC Director for any abnormalities in operation.
- Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients.
- Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset.
- Following and making sure all team members are actively involved activities Service Improvement and Motivation Program.
- Taking part in improving quality of all units in CX & System within agreed development period.
- Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
- Developing personal performance and team members such as training, briefings, seeking information latest, and others.
- Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments.
- Doing the responsibility and authority in accordance with the business processes defined by company’ s Client.
- 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 General Manager or Client.
- At least 3 years of experience in a Call Center environment.
- 2 years experience in a Supervisor position or above.
- Experience in managing to performance targets desired.
- Project management experience, able to work independently on multiple concurrent initiatives.
- Strong determination of KPI achievement.
- Disciplined and high motivated to motivate and encourage the team for improvement.
- English communication skills.
- Operational knowledge of MS Office: Excel, Word, PowerPoint, etc.
- Proved ability to do staffing and scheduling.
- Ability to effectively manage cross-functional projects.
- Ability to do multitasks and highly adaptive to constantly changing environment.
- Excellent oral, written, and interpersonal communication skills.
- Demonstrated problem-solving skills, and strategic and analytical capabilities.
- Intermediate to advanced reporting skills.
- Moderate ability to identify and analyze data for trends and forecasts.
Kỹ năng
Operations Management
Quyền lợi
- Salary: Negotiate.
- Periodical bonus: twice/year.
- Position promotion, salary increase: once/year.
- 13th-month salary.
- Insurances followed Vietnamese Labor Law.
- Bonuses, gifts for Holidays.
- Activities: Birthday party, Employee engagement activities.
Ngành nghề
Hồ Chí Minh
101-300 nhân viên
https://freec.asia/
HRTech
IT/ Web
Giới thiệu
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
Địa chỉ
Lầu 06, Tòa nhà BCONS TOWER II , Số 42/1, Đường Ung Văn Khiêm, Phường 25, Quận Bình Thạnh, TP. HCMXem bản đồ