RESPONSIBILITIES

1. General responsibilities:

• To improve overall services and performance of Inbound Contact Center Regular to Company’ Client customers, it is critical for Project Supervisor to institute an experienced outsourcing services to help provide energy services Inbound Contact Center Regular comprising the agent, team leader and supervisor. The services provided to customers shall be in accordance with the Service Standards from Company’ Client.

2. Specific responsibilities:

• Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
• Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
• Highly involving in identifying agent gaps and offer prevention plan accordingly
• Responsible for monitoring CS agents in terms of quality and quantity to meet operational requirements from Clients
• Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset.
• Handling and taking full responsibilities for escalation cases from client to ensure lesson/experience learned and no re-occurrence.
• Taking full credits to train/retrain CS agents to sustain service quality and quantity at par level.
• Following and making sure all team members are actively involved activities Service Improvement and Motivation Program.
• Providing Performance Reports and analysis such as attendance, achievement, activities assigned, etc.
• Making valid decisions on complaints, despite from customers or the client, which required special treatment, such as complaints are not resolved in a specified period in accordance with the Service Level Agreement, bulk cases, and others.
• Developing personal performance and team members (Team leader and agents) such as training, briefings, seeking information latest, and others.
• Monitoring, make sure all members of team (team leader and agent) actively involved in the activities of Quality Service Management and Assessments.
• Carry out all the above activities in accordance KPI set by Company’ Client.
• Doing the responsibility and authority in accordance with the business processes defined by Company’ Client.
• Voluntarily taking inbound calls to support operation, when needed.

REQUIREMENTS

1. Experiences/ Knowledge:

• Minimum of 3-year experience in call center.
• Experience in BPO industry, having OTA exposure is a plus.
• Experience as team lead, supervisor, or manager desired.
• Experience in managing to performance targets desired.
• Experience working with a 24-hour operation desired.
• Project management experience, able to work independently on multiple concurrent initiatives.
• Strong personality and leadership.
• Disciplined and high motivated to motivate and encourage team for improvement.
• University Degree.
• Good at MS skill.
• Excellent command of spoken and written English and Vietnamese.

2. Other skills:

• Ability to effectively manage cross-functional projects.
• Demonstrated problem-solving skills, strategic and analytical capabilities.
• Result-oriented, problem solver, analytical skill, and customer-focused.

BENEFITS

• Attractive Salary and Benefits
• Performance appraisals every year
• Performance bonus twice a year
• Various training on best practices and soft skills
• Diverse careers opportunities with various industry and products
• Company trip, big annual year-end party every year, team building, etc.