Project Supervisor (Flight)

Company: HR1 Client

Location : HoChiMinh

email: info@hr1vietnam.com

phone: 028-38252566


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Responsibilities:

  • Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context
  • Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others
  • Highly involved in identifying agent gaps and offer prevention plan accordingly
  • 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 adheres properly with the highest customer service-oriented mindset
  • Handling and taking full responsibilities for escalation cases from client to ensure lesson/experience learned and no re-occurrence
  • Taking full credits to train/retrain CS agents to sustain service quality and quantity at par level
  • Following and making sure all team members are actively involved in the Service Improvement and Motivation Program

Requirements:

  • Age: 25 - 30 years old
  • Minimum of 3-year experience in call center/customer support in quality assurance/improvement roles
  • Experienced in the BPO industry, having OTA exposure is a plus
  • Ability to effectively manage cross-functional projects
  • Demonstrated problem-solving skills, strategic and analytical capabilities
  • Result-oriented, problem solver, analytical skill and customer-focused

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