Call Center Leader - Services

COMPANY PROFILE
Address: Tan Binh District, HCMCBusiness type: 100% investment from JapanSize: Up to 500 employeesIndustry: ServicesProduct range(s): Call center, Digital marketing, Global E-commerceEstablished in Vietnam: 2014
GENERAL INFORMATION
Position: CALL CENTER LEADER - SERVICESJob code: JO-170720-132697Level: LeaderContract term: Permanent Recruitment reason: ExpansionExpected joining date: Pursuant to Vietnam Labor LawWork location: District 3, HCMCWork time: Work in shift (6:00am - 2:00pm / 2:00pm - 10:00pm), shift time is changed every month, off one day per week (not fixed)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 companiesAssigned to OTA project (24-hour operation) at client’s siteTeam structure: Supervisor -> 4 Leaders (including this position) -> 24 Customer Service AgentsJob Responsibilities:- Supervising a dynamic team to support the Client managed services to team members (CS agent -Tier 1) through roistering, monitoring, briefing, coaching, and others- Making strong assurance of cascading updates from Client to CS agents in timely and accurate manner- Taking decision about problems that occurred in the entire program that supports service Contact Center of the Client and its analysis- Flagging to Project Supervisor for any abnormalities in operation- Rendering best support and sharing best practices to agents for maintain up-to-par standard and work efficiency- Voluntarily taking inbound calls or digital contacts to support operation- Voluntarily making outbound calls to handle escalation cases - Taking part in improving quality of all units in CRM & CX within agreed development period - Making sure all team members are actively involved and work closely to achieve team and individual KPIs- Being responsible for updates product/program into system for customer service (function Employee Support)- Providing Activity Report as Team performance report daily, weekly and monthly bases- Attending Weekly Meeting with Clients to share insights and highlights of operation- Attending to ad-hoc tasks as assigned by Superiors or Client
JOB REQUIREMENTS
Desirable Background and Experience:- Qualification: Bachelor Degree in relevant field- Language skill(s): English business level- From 1+ years of professional experience in leading an in-bound team in call center environment- Proven ability to do staffing and scheduling; strong determination of KPI achievement- Able to effectively manage cross-functional projects; able to do multitasks and highly adapt to constantly changing environment- Good at providing quick solutions for operational issues and analyzing data for trends and forecastDesirable Characters:-Gender: Any- Age: Up to 30- Strong customer-oriented mindset to set tone for team members- Excellent oral, written communication and interpersonal skills

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