Responsibility:

• Supervising a dynamic team to support Client managed services to team members (CS agent -Tier 1) through rostering, 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 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).
• Provide 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.

Requirements:

• At least 1 year-experience in leading an in-bound team in Call Center environment
• Strong determination of KPI achievement.
• Proved ability to do staffing and scheduling
• Ability to effectively manage cross-functional projects.
• High acceptance of shift-based schedule
• Strong customer-service-oriented mind-set to set tone for team members
• Ability to do multitasks and highly adapt to constantly changing environment
• Excellent oral, written and interpersonal communication skill
• Vietnamese as native communicator and good English proficiency is required
• Ability to solve problems quickly and independently while working in a fast-paced environment
• Ability to provide quick solutions for operational issues
• Intermediate to advanced reporting skills
• Moderate ability to identify and analyze data for trends and forecast
• Experience in providing performance feedback
• Above average time management
• Minimum of a bachelor degree in relevant field.
• Disciplined and high motivated to motivate and encourage team for improvement.