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Call Center Supervisor

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

Employment Information


  • 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.


  • 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

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Call Center Supervisor

Công Ty TNHH TransCosmos Việt Nam

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