Trưởng Nhóm Chăm Sóc Khách Hàng - Biết Tiếng Trung

●Motivate and strategize how the team will meet efficiency, productivity and consistency targets.

●Ability to understand the CTQ parameters that affect the process and work on them.

● Perform twice a month checkpoint on the analyst's performance using scorecards as a point of discussion.

● Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals.

● Elevate and escalate red flags to management on a duty of care perspective.

● Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.

● Guarantee that base operational expectations and information security policies are enforced.

● Identify improvement opportunities in workflows and suggest solutions. Creating a culture of innovation.

● Facilitate team meetings and team huddles.

● Create an engaging and fun work atmosphere for the team.

● First point of escalation and clarification on HR-related matters and concerns.

● Courses correct non-performing metrics and analysts through root cause analysis and solid action planning.

● Perform monthly sit-down sessions to gather insights and innovation ideas.

● Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed).

● Ensure that SMEs are performing their duties and responsibilities.