Tính chất công việc
Full-time
Vị trí/chức vụ
Trưởng nhóm/Trưởng phòng
Ngày đăng tuyển
03/07/2024
Yêu cầu bằng cấp (tối thiểu)
Trung cấp - Nghề
Yêu cầu kinh nghiệm
Trên 3 năm
Yêu cầu giới tính
N/A
Địa điểm làm việc
⇒ Vietnam,Hồ Chí Minh
Việc làm Hồ Chí Minh• Reporting directly to Support Center Manager of Support Centre performance
• Supporting Manager to monitor and manage team performance, to do engagement activities and events
• Supporting agent in handling serious complaint or any adhoc cases.
• Acts as back up manager while manager is out, providing relief assignments as required.
• Work closely with Digital Project team to provide requirements on Support Center digitalization/ execute testing/ understand new products/processes
• Manage day-to-day business issues in Support Center and liaise with customers where appropriate to ensure customer issues are properly resolved and customer satisfaction.
• Ensure all operation tasks of Support Center such as training and coaching for all agents, enhancing employee engagement, ensuring call service and system running smoothly
• Planning and arranging resources for every working shift to meet the requirements of customers and the KPI
• Preparing reports for upper management levels
• Supporting new joiners as mentor/buddy/trainer.
• Adapt to changing in system/service and keep all team members informed of changes in policies, procedures, and product update as well as customer campaigns.
• Undertake call-sampling check and call quality coaching of support center agents.
• Work with relevant stakeholders for Support Center related issues
• Perform all administrative job and follow up action required related to pending cases
• Degree in Banking/Finance/Business
• Approximately 2-3 years of relevant experiences with Support Center/Contact Center and team management
• Experience in managing Training QA, handling complaint is required to be successful in this role
• A careful and hard working person displays patience and empathy.
• A highly organized and hard-working individual.
• Open mind and easily to connect with colleagues
• A knowledge expert to teach/mentor others.
- Attractive income and annual salary increase consideration
- 13rd Salary Payment, performance bonus
- 15 days annual leave, private Medical Insurance for self and dependents
- Professional international working environment
- Fully enjoy the regimes and polices of leave and salary according to the labor law
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