Call Center Supervisor - Services

COMPANY PROFILE

• Address: Tan Binh District, HCMC

• Business type: 100% investment from Japan

• Size: Up to 500 employees

• Industry: Services

• Product range(s): E-commerce

• Established in Vietnam: 2014

GENERAL INFORMATION

• Position: CALL CENTER SUPERVISOR - SERVICES

• Job code: JO-170720-132689

• Level: Supervisor

• Contract term: Permanent

• Recruitment reason: Replacement

• Expected joining date: Pursuant to Vietnam Labor Law

• Work location: District 3, HCMC

• Work time: Monday - Saturday (Candidate can choose fixed work time)

• Bonus and incentives: 13^th 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

• Job Responsibilities:

• - Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context

• - Planning and executing strategically Operation through forecasting, roistering, monitoring, briefing, coaching, and others

• - Highly involving in identifying agent gaps and offer prevention plan accordingly

• - 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

• - Handling and taking full responsibilities for escalation cases from client to ensure lesson/experience learned and no re-occurrence

• - Taking full credits to train/retrain CS agents to sustain service quality and quantity at par level

• - Following and making sure all team members are actively involved activities Service Improvement and Motivation Program

• - Providing Performance Reports and analysis such as attendance, achievement, activities assigned, etc

• - Making valid decisions on complaints, despite from customers or the client, which required special treatment, such as complaint are not resolved in a specified period in accordance with the Service Level Agreement, bulk cases, and others

• - Developing personal performance and team members (Team leader and agents) such as training, briefings, seeking information latest, and others

• - Monitoring, make sure all member of team (team leader and agent) actively involved in the activities of Quality Service Management and Assessments

• - Carry out all the above activities in accordance KPI set by the Client

• - Doing the responsibility and authority in accordance with the business processes defined by the Client

• - Voluntarily taking inbound calls to support operation, when needed

JOB REQUIREMENTS

• Desirable Background and Experience:

• - Qualification: Bachelor Degree in relevant field

• - Language skill(s): English business level

• - From 3+ years of professional experience in call center / customer support in quality assurance / improvement role in BPO (business processing outsourcing) industry

• - Having OTA (online travel agency) exposure is a plus

• - Able to effectively manage cross-functional projects; experience working with 24-hour operation and performance targets is favorable

• Desirable Characters:

• - Gender: Any

• - Age: Up to 32

• - Project management experience, able to work independently on multiple concurrent initiatives

• - Demonstrated problem-solving skills, strategic and analytical capabilities

• - Result-oriented, problem solving and analytical skills and customer-focused