Call Center Supervisor - Services

COMPANY PROFILE
Address: Tan Binh District, HCMCBusiness type: 100% investment from JapanSize: Up to 500 employeesIndustry: ServicesProduct range(s): E-commerceEstablished in Vietnam: 2014
GENERAL INFORMATION
Position: CALL CENTER SUPERVISOR - SERVICESJob code: JO-170720-132689Level: SupervisorContract term: Permanent Recruitment reason: ReplacementExpected joining date: Pursuant to Vietnam Labor LawWork location: District 3, HCMCWork time: Monday - Saturday (Candidate can choose fixed work time)Bonus and incentives: 13th month bonus (fixed) / Performance bonus twice a year / Salary review once per yearBenefit(s): SHUI / Annual health check / Company tripSelection process: Two rounds (Company Operation Manager -> Client’s Operation Manager)
JOB DUTIES
- Report to Vietnamese Operation Manager at both companiesJob Responsibilities:- Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context- Planning and executing strategically Operation through forecasting, roistering, monitoring, briefing, coaching, and others- Highly involving in identifying agent gaps and offer prevention plan accordingly - Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients- Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset- Handling and taking full responsibilities for escalation cases from client to ensure lesson/experience learned and no re-occurrence- Taking full credits to train/retrain CS agents to sustain service quality and quantity at par level- Following and making sure all team members are actively involved activities Service Improvement and Motivation Program- Providing Performance Reports and analysis such as attendance, achievement, activities assigned, etc- Making valid decisions on complaints, despite from customers or the client, which required special treatment, such as complaint are not resolved in a specified period in accordance with the Service Level Agreement, bulk cases, and others- Developing personal performance and team members (Team leader and agents) such as training, briefings, seeking information latest, and others- Monitoring, make sure all member of team (team leader and agent) actively involved in the activities of Quality Service Management and Assessments- Carry out all the above activities in accordance KPI set by the Client- Doing the responsibility and authority in accordance with the business processes defined by the Client- Voluntarily taking inbound calls to support operation, when needed
JOB REQUIREMENTS
Desirable Background and Experience:- Qualification: Bachelor Degree in relevant field- Language skill(s): English business level- From 3+ years of professional experience in call center / customer support in quality assurance / improvement role in BPO (business processing outsourcing) industry- Having OTA (online travel agency) exposure is a plus- Able to effectively manage cross-functional projects; experience working with 24-hour operation and performance targets is favorableDesirable Characters:- Gender: Any- Age: Up to 32- Project management experience, able to work independently on multiple concurrent initiatives- Demonstrated problem-solving skills, strategic and analytical capabilities- Result-oriented, problem solving and analytical skills and customer-focused

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