RESPONSIBILITIES

• Support the Operation Manager (OM) in achieving business goals.
• Manage the day to day operations within the support seller team including target driving, quality checking, and staffing needs.
• Build team spirit for a team with 70 – 80 members.
• Process designer and continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance.
• Support to develop training plan for new CSRs and maintain continuous training for existing CSRs.
• Assist CSR’s in exceeding customer expectations through excellent customer service and collect insight from clients.
• Provide regular, transparent feedback and reporting on CSR performance to the OM.
• Forecasting the volume of workload daily & peak period and design plans to overcome but still maintain good KPIs.
• Fining the gaps in process and offering the best solutions to improve agent’s performance.
• Build the contest/reorganization program to motive outbound capacity.
• Identify risks and provide immediate action plans during sudden incident.
• Coordinate with other teams/ departments to achieve company’s business goals.

REQUIREMENTS

• Minimum 1 years of experience in supervisor role (specialized in Call Center). Or 2 years in Team leader level.
• Goal better, data-driven, self-motivated leader, can-do attitude, open and supportive mindset.
• Good at planning and organizing, communication, presentation, negotiation, interpersonal and problem solving.
• Work independently and proactively take on new responsibilities where most needed.
• Good at data and report to control backlogs & performance.

BENEFITS

• 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, team building, company trip, etc.