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Team Leader (Call/Contact Center)

Job requirement

  • Supervising a dynamic team to support transcosmos’ Client managed services to team members 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 transcosmos’ 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
  • 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.

Job requirement

  • 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
  • Excellent oral, written and interpersonal communication skill
  • Vietnamese as native communicator and good English is required
  • Ability to solve problems quickly and independently while working in a fast-paced environment
  • Intermediate to advanced reporting skills 

Benefits

Bảo hiểm theo quy định, Du Lịch, Phụ cấp, Thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Phụ cấp thâm niên, Chế độ nghỉ phép