WE NEED YOU:
✔ Ensure all agents are achieving their daily KPI’s in qualitative metrics
✔ Monitor scoring KPI statistics
✔ Isolate and identify areas of improvement on members performance
✔ Monitor daily reports from the supervisor
✔ Provide leadership, guidance, and support to the team members
✔ Handle major incidents that cannot be resolved by agents
✔ Accept and process special requests from customers as per SOPs
✔ Manage recurring meetings with team(s) to review performance
✔ Manage routing and payment method enablement as per available inventory defined by SOPs
✔ Ensure all cases are solved within the required timeframe following the company’s SOPs

WORK LOCATION:
✔ 8 Floor, 19A Cong Hoa, Ward 12, Tan Binh District, HCMC
WORKING TIME:
✔ Service time: Monday to Saturday (9am – 6pm)

REQUEST
✔ Bachelor‘s degree or equivalent. 
✔ Fluent in English 
✔ Have 1+ year experienced as Customer Service Team Lead position
✔ Have knowlegde of KPIs metric in CS Contact Center
✔ Demonstrated problem-solving skills, strategic and analytical capabilities
✔ Result-oriented, problem solver, analytical skill, and customer-focused
✔ Disciplined and high motivated to motivate and encourage team for improvement
Nice to have
✔ Experience in BPO
✔ Experience in Tourism/Hospitality/Aviation/Accommodation

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