- Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
- Taking decision about problems that occurred in the entire program that supports service Contact Center Company's Client and its analysis.
- Reporting to General Manager/CC Director for any abnormalities in operation
- 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
- Following and making sure all team members are actively involved activities Service Improvement and Motivation Program
- Taking part in improving quality of all units in CX & System within agreed development period
- Making sure all team members are actively involved and work closely to achieve team and individual KPIs
- Developing personal performance and team members such as training, briefings, seeking information latest, and others
- Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
- Doing the responsibility and authority in accordance with the business processes defined by Clients
- Provide 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 General Manager or Client.
- At least 3 year-experience in Call Center environment
- 2 years experienced with Supervisor position or above.
- Experience in managing to performance targets desired
- Project management experience, able to work independently on multiple concurrent initiatives
- Strong determination of KPI achievement
- Disciplined and high motivated to motivate and encourage team for improvement
- English communication skill
- Operational knowledge of MS Office: Excel, Word, PowerPoint etc.
- Proved ability to do staffing and scheduling
- Ability to effectively manage cross-functional projects
- Ability to do multitasks and highly adapt to constantly changing environment
- Excellent oral, written and interpersonal communication skill
- Demonstrated problem-solving skills, strategic and analytical capabilities
- Intermediate to advanced reporting skills
- Moderate ability to identify and analyze data for trends and forecast
- Salary: 30.000.000 - 40.000.000 VND
- Periodical bonus: twice/year
- Position promotion, salary increase: once/year - 13th month salary
- Position promotion, salary increase: once/year
- 13th month salary
- Insurances followed Vietnamese Labor Law
- Bonuses, gifts for Holidays
- Activities: Birthday party, team building, company trip, etc
