Customer Service Team Leader

Company: HR1 Client

Location : HoChiMinh

email: info@hr1vietnam.com

phone: 028-38252566


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Responsibilities: 

  • Ensuring all agents are achieving their daily KPI’s in qualitative metrics
  • Monitoring scoring KPI statistics
  • Isolating and identify areas of improvement on members performance
  • Monitoring daily reports from the supervisor
  • Providing leadership, guidance, and support to the team members
  • Managing refreshment & training to agents
  • Handling major incidents that cannot be resolved by agents
  • Identifying and escalating issues to the related teams when out of the scope of this department

Requirements: 

  • Disciplined and high motivated to motivate and encourage the team for improvement
  • Demonstrated problem-solving skills, strategic and analytical capabilities
  • Result-oriented, problem solver, analytical skill, and customer-focused

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