Time working: 5 days/week, rotating shift.
Location: QTSC1 Building, District 12, Ho Chi Minh City
-Main task description:
- Training knowledge base, support agents real time at floor ensure smooth running of day-to-day operations and the continuous achievement of operational SLAs and targets through hands-on management of the team.
- QA QC manage key insights, follow up team's performance/KPIs
- Responsible for team mentoring.
- Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
- Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
- Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
- Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
- Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
- Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
- Contributing in offering recommendations for process product improvement to the Delivery Manager.
Benefits:
- SHUI with fully salary
- 13th monthly salary
- 14 days anual leave
