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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 


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