Call Center Leader - Services

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: 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

• 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