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58030 - Operation Team Leader

RGF HR Agent Vietnam Co., LTD
Ngày cập nhật: 14/01/2021

Thông tin tuyển dụng

Phúc lợi

  • Chế độ bảo hiểm
  • Đào tạo
  • Tăng lương

Mô tả công việc

Job Details
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) >


Responsibility

•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
department;
•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
SOPs;
•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

Yêu cầu công việc

Requirements

・Bachelor Degree
・Gender: Any
・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.

NOTICE: 
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! 

Thông tin khác

  • Bằng cấp: Đại học
  • Độ tuổi: 25 - 30
  • Hình thức: Nhân viên chính thức

Giới thiệu về công ty

RGF HR Agent Vietnam Co., LTD

RGF stands for RECRUIT GLOBAL FAMILY , a global brand of Japan's largest recruiting and information service company, Recruit Holdings Co., Ltd. We... Xem thêm

58030 - Operation Team Leader

RGF HR Agent Vietnam Co., LTD