Customer Service Team Leader (Call Center)

• Working Location: Quang Trung Software City, District 12

Operation Compliance Management

• Recruitment, mentoring and training up junior and new staffs
• Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
• Performance management: career counseling, coaching, performance development, 1:1's mentoring, Team huddle, Ops calibration etc... to make sure the team achieve the glide goal.
• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
• Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.

Business Management Responsibilities

• Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved
• Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
• Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build-up the project. *Location QSTC, Tân Chánh Hiệp Ward, District 12.