WE NEED YOU:
- Use performance data to coach and improve the agents
- Manage by walking around and answer agents’ queries, application of any related contact transactions
- Listen and review types of interactions performed by the agents for improvement purposes
- Validate any information requires to be sent to customer for accuracy and comprehensiveness purposes
- Handle escalated transactions from clients/customers/team members
- Quickly grasp changes in the system and processes, and accurately and promptly communicate information to agents
- Can conduct report of manage team base on KPI orientation: Result, Rootcause and action plan
- Review the performance appraisal and organize the discussion of Individual Development Plan
- Collaborate with teams and other departments to achieve the common goals of the project
- Manage any skills transition/changes of team members if required
WORK LOCATION:
- Tan Binh District, HCMC.
WORKING TIME:
- Service time: willing to work under shifting mode (6am – 2pm, 2pm – 10pm)
REQUIREMENTS:
- Graduated from College or above.
- Fluent in English both written and spoken (TOEIC 650) or the same level
- Minimum 1 year of experience in Team Leader roles. Minimum 1 years of experience in Teamleader role (specialized in BPO industry) team size at least 15 HC
- Good skill in reading, understanding and handling the issue of customer
- Plus if has knowledge about trust and safety, experience about logistic or Ecommerce operation
- Experience in Content Moderation and Contact Center is a plus.
- Willing to work on Saturday/Sunday and national holidays
- Willing to work overtime if needed
BENEFITS:
- 13th-month salary.
- Insurances followed Vietnamese Labor Law.
- Promotion opportunities, salary increase once/year.
- Periodical bonus: twice/year.
- Bonuses, gifts for Holidays.
- Activities: Birthday party, Town Hall, Employee engagement activities.
- Meal allowance, transport allowance & parking fee.
