WE NEED YOU:
- Operations Management: Directed multi-project call center operations (inbound, outbound, chat) and managed a comprehensive team of Team Leaders, Trainers, QAs, and CS Agents. Executed strategic 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.
- Performance & KPI Management: Monitored team metrics to ensure all activities strictly met the KPIs, SLAs, and business processes defined by clients, actively promoting Quality Service Management.
- 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 Floor, Scetpa Building, 19A Cong Hoa, Tan Binh District, HCM
WORKING TIME:
- 09:00 – 18:00, Monday - Friday and Bi-weekly Saturday
REQUEST
- English communication skills.
- Minimum of 3-year experience in call center/contact center/customer service
- At least 1 year experience in the same position or 2 years in a Team Leader position above.
- Experience in managing performance targets. Strong determination of KPI achievement
- Strong personality and leadership
- Result-oriented, problem solver, analytical skill, and customer-focused.
- Highly proficient in MS Excel for data analysis, synthesis, and in PPT for report visualization.
- 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
