Job Description
COMPANY PROFILE
- Address: Tan Binh District, HCMC
- Business type: 100% investment from Japan
- Size: Up to 500 employees
- Industry: Services
- Product range(s): Call center, Digital marketing, Global E-commerce
- Established in Vietnam: 2014
GENERAL INFORMATION
- Position: CALL CENTER LEADER - SERVICES
- Job code: JO-170720-132697
- Level: Leader
- Contract term: Permanent
- Recruitment reason: Expansion
- Expected joining date: Pursuant to Vietnam Labor Law
- Work location: District 3, HCMC
- Work time: Work in shift (6:00am - 2:00pm / 2:00pm - 10:00pm), shift time is changed every month, off one day per week (not fixed)
- Bonus and incentives: 13th month bonus (fixed) / Performance bonus twice a year / Salary review once per year
- Benefit(s): SHUI / Annual health check / Company trip
- Selection process: Two rounds (Company Operation Manager -> Client’s Operation Manager)
JOB DUTIES
- Report to Vietnamese Operation Manager at both companies
- Assigned to OTA project (24-hour operation) at client’s site
- Team structure: Supervisor -> 4 Leaders (including this position) -> 24 Customer Service Agents
- Job Responsibilities:
- - Supervising a dynamic team to support the Client managed services to team members (CS agent -Tier 1) through roistering, monitoring, briefing, coaching, and others
- - Making strong assurance of cascading updates from Client to CS agents in timely and accurate manner
- - Taking decision about problems that occurred in the entire program that supports service Contact Center of the Client and its analysis
- - Flagging to Project Supervisor for any abnormalities in operation
- - Rendering best support and sharing best practices to agents for maintain up-to-par standard and work efficiency
- - Voluntarily taking inbound calls or digital contacts to support operation
- - Voluntarily making outbound calls to handle escalation cases
- - Taking part in improving quality of all units in CRM & CX within agreed development period
- - Making sure all team members are actively involved and work closely to achieve team and individual KPIs
- - Being responsible for updates product/program into system for customer service (function Employee Support)
- - Providing 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 Superiors or Client
JOB REQUIREMENTS
- Desirable Background and Experience:
- - Qualification: Bachelor Degree in relevant field
- - Language skill(s): English business level
- - From 1+ years of professional experience in leading an in-bound team in call center environment
- - Proven ability to do staffing and scheduling; strong determination of KPI achievement
- - Able to effectively manage cross-functional projects; able to do multitasks and highly adapt to constantly changing environment
- - Good at providing quick solutions for operational issues and analyzing data for trends and forecast
- Desirable Characters:
- -Gender: Any
- - Age: Up to 30
- - Strong customer-oriented mindset to set tone for team members
- - Excellent oral, written communication and interpersonal skills