| Position | Supervisor Customer Service_App Support function |
| Working time | Mon - Fri: 8:30 AM - 5:30 PM Sat: Bi-weekly off, Sun: Fully off |
| Working place | 38 Huỳnh Lan Khanh, Ward 2, Tân Bình Dist, HCMC |
| Job Brief | |
| We are looking for a competent Call center supervisor to organize and direct a Customer Service Team for App Support (current size 25+agents). You will be responsible for assessing their work and give them feedback to maximize performance. | |
| Line manager | Inbound Operation Manager |
| Responsibilities | |
| Workfore Activites | Hire and onboard new employees |
| Staffing planning/scheduling for all app support activities (Included scheduling staff for current app support and estimate staff needed if new app coming) |
|
| Team performance Monitoring | Assist in setting targets for individuals agent and team |
| Monitoring and Assessing Performance | |
| Team member supporting | Answer questions from staff and provide guidance and feedback |
| Anticipate escalation and take over case when needed | |
| Devise ways to optimize procedures, SOP | |
| Embed training and process change within the team, ensuring consistency and accurate delivery | |
| Other | Ensure adherence to policies for attendance, established procedures |
| Keep management informed on issues and problems | |
| Prepare results and performance reports | |
| Requirements and skills | |
| Education background | College Diploma + |
| Basic conversation English | |
| Working knowledge of MS Office (Good at Excel, PPT) | |
| Experience | Experience in customer service is essential |
| Proven experience as call center supervisor or similar supervisory position | |
| Tech savvy with knowledge of commercial app, and telephone equipment | |
| Soft skill & personality prefer | Outstanding communication and negotiation abilities |
| Flexible and results-oriented approach | |
| Excellent organizational and leadership skills |
