Report to: OPS Manager of TCV and TCV Operation Manager

Location: District 3.

Responsibility:

• 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, rostering, 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 transcosmos’ Client.
• Doing the responsibility and authority   in accordance with the business processes defined by transcosmos’ Client.
• Voluntarily taking inbound calls to support operation, when needed.

Requirements:

• Minimum of 3-year experience in call center / customer support in a quality assurance / improvement role.
• Ability to effectively manage cross-functional projects.
• Experience in BPO industry, having OTA exposure is a plus.
• Experience as team lead, supervisor, or manager desired.
• Experience in managing to performance targets desired.
• Strong personality and leadership
• Experience working with a 24-hour operation desired.
• Project management experience, able to work independently on multiple concurrent initiatives.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Result-oriented, problem solver, analytical skill, and customer-focused.
• Excellent command of spoken and written English and Vietnamese.
• Minimum of a bachelor degree in relevant field.
• Disciplined and high motivated to motivate and encourage team for improvement.