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Team Leader (Customer Service - Call Center)

CN Công Ty TNHH TransCosmos Việt Nam tại TPHCM
Updated: 20/02/2019

Employment Information

Benefits

  • Insurance
  • Travel opportunities
  • Allowances
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Business Expense
  • Seniority Allowance
  • Annual Leave

Job Description

Scope of job:
To lead an in-bound and outbound team team up to 20 CS agents 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.
- Making strong assurance of cascading updates from Client to CS agents in timely and accurate
manner.
- Taking decision about problems that occurred in the entire program that supports service Contact
Center transcosmos’ Client and its analysis.
- Reporting to Project Supervisor for any abnormalities in operation
- Rendering best support and sharing best practices to agents for maintain up-to-par standard and
work efficiency.
- 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 Superiors or Client.

Job Requirement

Requirements: 
-  At least 1 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.
-  High acceptance of shift-based schedule
-  Strong customer-service-oriented mind-set to set tone for team members
-  Ability to do multitasks and highly adapt to constantly changing environment
-  Excellent oral, written and interpersonal communication skill 
-  Vietnamese as native communicator and basic English is required 
-  Ability to solve problems quickly and independently while working in a fast-paced environment
-  Ability to provide quick solutions for operational issues 
-  Intermediate to advanced reporting skills
-  Moderate ability to identify and analyze data for trends and forecast 
-  Experience in providing performance feedback 
-  Above average time management
-  Minimum of a bachelor degree in relevant field.
-  Disciplined and high motivated to motivate and encourage team for improvement. 

More Information

  • Degree: Intermediate
  • Age: 20 - 30
  • Job type : Permanent

Company Overview

CN Công Ty TNHH TransCosmos Việt Nam tại TPHCM

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:

Team Leader (Customer Service - Call Center)

CN Công Ty TNHH TransCosmos Việt Nam tại TPHCM

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