Mô tả công việc

- Ensure all agents are achieving their daily KPIs in qualitative metrics

- Monitor scoring KPI statistics

- Isolate and identify areas of improvement on members performance

- Monitor daily reports from the supervisor

- Provide leadership, guidance, and support to the team members

- Handle major incidents that cannot be resolved by agents

- Accept and process special requests from customers as per SOPs

- Manage recurring meetings with team(s) to review performance

- Manage routing and payment method enablement as per available inventory defined by SOPs

- Ensure all cases are solved within the required timeframe following the companys SOPs

Yêu cầu công việc

Bachelor's degree or equivalent.

- Fluent in English

- Have 1+ year experienced as Customer Service Team Lead position

- Have knowlegde of KPIs metric in CS Contact Center

- Demonstrated problem-solving skills, strategic and analytical capabilities

- Result-oriented, problem solver, analytical skill, and customer-focused

- Disciplined and high motivated to motivate and encourage team for improvement Nice to have

- Experience in BPO

Experience in Tourism/Hospitality/Aviation/Accommodation

Quyền lợi

Salary: 15 - 17.5

Working in the environment of a multinational corporation, with customers being the leading foreign

companies in the field

Promotion opportunities

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, Employee engagement activities

Địa điểm làm việc: 875 Cách mạng tháng 8, Phường 5, Quận 10, Thành phố Hồ Chí Minh