WE NEED YOU:

• Operations Management: Supervise real-time operations to ensure all KPIs, including Service Level Agreements (SLA), Productivity, Average Handling Time (AHT), and Abandoned Rate,... consistently meet or exceed targets. Executed planning through forecasting, rostering, and monitoring.
• Problem Solving & Continuous Improvement: Actively engaged in operational activities to assess process weaknesses and identify areas for improvement, formulating and executing strategic enhancement plans.
• Quality & Training: Identified agent performance gaps and drove team development through targeted training, coaching, and motivation programs to sustain service quality and quantity.
• Strategic Performance Management: Establish comprehensive KPIs for the team; conduct periodic performance appraisals and design Performance Improvement Plans (PIP) for underperforming individuals or groups.
• Escalation Resolution: Took full responsibility for complex customer and client escalations, making critical decisions to resolve overdue complaints and implementing preventive plans to avoid re-occurrence.
• Data & Reporting: Executed data processing and generated weekly, monthly, and quarterly performance reports upon clients‘ requests.
• Cross-Functional Collaboration: Coordinated with internal departments to execute, deploy, and effectively communicate company tasks and strategic directions.

WORK LOCATION:

• 8th Scetpa Building, 19A Cong Hoa, Bay Hien Ward, HCM

WORKING TIME:

• 09:00 – 18:00, Monday – Saturday

REQUEST

• Able to comprehend client requests and prepare professional operational reports in English.
• Minimum of 3-year experience in call center/contact center/customer service
• At least 1 year experience in the same position.
• Experience in managing to performance targets. Strong determination of KPI achievement
• Ability to motivate agents, handle member conflicts, and conduct coaching sessions.
• Result-oriented, proactiveness, problem solver, analytical skill, and customer-focused,
• Proficient in MS Excel for team performance synthesis and PPT for basic reporting.
• Experience in BPO industry, having FMCG exposure is a plus..

BENEFITS

• Periodical bonus: twice/year
• Working in the environment of a multinational corporation, with customers being the leading foreign companies in the field
• Promotion opportunities
• Position promotion, salary increase: once/year
• 13th month salary
• Insurances followed Vietnamese Labor Law
• Bonuses, gifts for Holidays
• Activities: Birthday party, Employee engagement activities