Position: Operation Team Leader - IT
Job Code: 58030
<Number of employees : Total : 1600 >
<Report Line : Vietnamese Operation Supervisor >
<Team Member: 50 persons>
<Number of Subordinates: 10-20 persons >
<Products: Call center, Customer support >
<Clients: Travel company >
<Saturday Working: Depends on Project progress(if required) >
•Ensuring all agents are achieving their daily KPI’s in qualitative metrics;
•Monitoring scoring KPI statistics;
•Isolate and identify areas of improvement on members performance;
•Monitoring daily reports from supervisor
•Provide leadership, guidance and support to the team members
•Manage refreshment & training to agents
•Handle major incidents that cannot be resolved by agents
•Identify & escalate issues to the related teams when out of the scope of this
•Finding issues among members which related to productivity and problemsolving;
•Accept and process special requests from customers as per SOPs;
•Interface with customers on refunds, providing explanations and processing;
•Manage recurring meetings with team(s) to review performance;
•Manage routing and payment method enablement as per available inventory
defined by SOPs;
•Ensure all cases are solved within required timeframe following the company’s
•Report fraud to the company’s risk team;
•Report any product error findings to related product/engineering teams.
•Other tasked assigned by Line Manager
- Working location: Tan Binh, HCMC
- Working Time: 8:00-17:00(Monday to Friday, if required Saturday(OT))
- Monthly Salary: 650–800USD
・Age: 25 - 30 years old
・At least 2 years working experience at Call center/ Customer support in Travelling/ Hotel industry
・Language: English Business Level (to communicate with client directly)
・Having working experience as a Leader over 1 year (to manage each members performance to hit KPI)
Preferable Skill / Experience
・Experience in BPO industry, travel industry, having OTA exposure is a plus.
・Experience working with a 24-hour operation
・Project management experience, able to work independently on multiple concurrent initiatives.
・High motivated to motivate and encourage team for improvement.
Only shortlisted candidates will be approached by RGF's consultant. Your resumes will be recorded in our system and you will receive our Job Introduction Auto-email with suitable jobs in the comming time. Please check your email regularly to get our vacant job. Thanks so much!