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Call Center Supervisor

Công Ty TNHH TransCosmos Việt Nam
Updated: 27/05/2019

Employment Information

Benefits

  • Insurance
  • Travel opportunities
  • Allowances
  • Employee Shuttle Service
  • Uniform
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Seniority Allowance
  • Annual Leave

Job Description

Scope of job:

  • To lead an in-bound and outbound team team up to 45 CS agents ( 3 Team Leaders) to deliver supports related to products by transcosmos’ Client Managed Service. The role requires candidates to be able to fulfill and commit to below Responsibilities tied with Requirements.

Responsibility:

  • Supervising a dynamic team to support transcosmos’ 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 transcosmos’ 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.

Working condition:

  • 8 hrs/ days, 6 working days/ bi-weekly
  • Salary: negotiable
  • Bonus: twice a year
  • Salary review: once a year
  • Company trip, Health checking yearly.

More Information

  • Degree: Bachelor
  • Age: Unlimited
  • Job type : Permanent

Company Overview

Công Ty TNHH TransCosmos Việt Nam

Company size: 100-499
The measure of our client companies’ satisfaction is the measure of value in our company’s existence. We truly aspire to offer client oriented outsourcing...Detail

People who applied to this job also applied to:

Call Center Supervisor

Công Ty TNHH TransCosmos Việt Nam

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