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Call Center Supervisor

First Alliances
Updated: 20/09/2018

Employment Information

Benefits

  • Insurance
  • Allowances
  • Incentive bonus
  • Training & Development
  • Business Expense

Job Description

· Supervising a dynamic team to support Client managed services to team members through rostering, monitoring, briefing, coaching, and others.

· Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.

· Taking decision about problems that occurred in the entire program that supports service Contact Center Client and its analysis.

· Reporting to Project Operation Manager for any abnormalities in operation

· Highly involving in identifying agent gaps and offer prevention plan accordingly.

· 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 CX & System 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 (function Employee Support).

· Provide Activity Report as Team performance report daily, weekly and monthly bases.

· Attending Weekly Meeting with Clients to share insights and highlights of operation.

· Attending to ad-hoc tasks as assigned by Operations Manager or Client.

Job Requirement

·         At least 2 year-experience in leading an in-bound team in Call Center environment

·         Strong determination of KPI achievement.

·         Proved ability to do staffing and scheduling

·         Ability to effectively manage cross-functional projects.

·         Experience as team lead, supervisor, or manager desired

·         Experience in managing to performance targets desired

·         Ability to do multitasks and highly adapt to constantly changing environment

·         Excellent oral, written and interpersonal communication skill

·         Good at English is required

·         Demonstrated problem-solving skills, strategic and analytical capabilities

·         Intermediate to advanced reporting skills

·         Moderate ability to identify and analyze data for trends and forecast

·         Minimum of a bachelor degree in relevant field.

·         Disciplined and high motivated to motivate and encourage team for improvement. 

More Information

  • Degree: College
  • Age: 23 - 35
  • Job type : Permanent

Company Overview

First Alliances

https://www.careers.fa.net.vn/Company size: 100-499
Established in 1998, First Alliances is the most well-known as the leading HR consultancy in Viet Nam. We are proud to be the pioneer and constantly...Detail

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Call Center Supervisor

First Alliances

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