CS Team Leader

Company: HR1 Client

Industry: IT- Software

Location : HoChiMinh

email: info@hr1vietnam.com

phone: +84 (028) 39252566


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Job Description

  • Supervising a dynamic team to support company's services 
  • Making strong assurance of cascading updates in timely and  accurate manner. 
  • Taking decision about problems that occurred in the entire program that supports services 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  
  • Provide Activity Report as Team performance report daily, weekly and monthly bases.
  • Attending Weekly Meeting to share insights and highlights of operation.
  • Attending to ad-hoc tasks as assigned by Superiors

Job Requirement

  • At least 1 year-experience in leading an in-bound team in Call Center environment 
  • Experience as team lead, supervisor 
  • Excellent command of spoken and written English and Vietnamese 
  • Strong determination of KPI achievement. 
  • Proved ability to do staffing and scheduling 
  • Intermediate to advanced reporting skills 
  • Moderate ability to identify and analyze data for trends and forecast 
  • Above average time management 
  • Ability to effectively manage cross-functional projects. 
  • Strong customer-service-oriented mind-set to set tone for team members
  • Ability to do multitasks and highly adapt to constantly changing environment
  • Ability to solve problems quickly and independently while working in a fast-paced  environment 
  • Ability to provide quick solutions for operational issues 
  • Disciplined and high motivated to motivate and encourage team for improvement.

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