Customer Service Team Leader - Contact/ Call Center (App Social Video)
Hết hạn nộp đơn
Thông tin chung
Địa điểm làm việc
- Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
- Performance management: career counseling, coaching, performance development, 1:1's mentoring, Team huddle, Ops calibration etc... to make sure the team achieve the glide goal.
- Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
- Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.
- Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved
- Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
- Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build-up the project. Working with Global team & build up client relationship and handle all reports (if needed)
- University/Colleges required. Age : 26 to 30 years old.
- 1 years minimum supervising/leading a team of 20 or more people, in a call center/contact center environment.
- Experience in a high-growth organization strongly preferred.
- English communication skill
- 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