RESPONSIBILITIES

• Supervising a dynamic team to support Company’ Client managed services to team members (CS agent) through rostering, monitoring, briefing, coaching, and others.
• Ensuring strategic alignment of the training department with business goals Taking decision about problems that occurred in the entire program that supports service Contact Center Company’ Client and its analysis.
• Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance.
• Rendering best support and sharing best practices to agents for maintain up-to-par standard and work efficiency.
• Selecting and managing resources, including working with both internal employees and training vendors to develop and deliver training.
• Voluntarily making outbound calls to handle escalation cases.
• Taking part in improving quality of all units in CRM & CX 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.

REQUIREMENTS

• At least 1 year-experience developing and implementing training programs in a call center environment.
• 1 year-platform training/facilitation skills to deliver quality training programs and experience developing and delivering professional development courses.
• Platform training/facilitation skills to deliver quality training programs.
• Ability to solve problems quickly and independently while working in a fast-paced environment.
• Ability to multitask and perform in constantly changing environment.
• Strong organizational, planning, prioritization skills.
• Strong determination of KPI achievement.
• High acceptance of shift-based schedule
• Disciplined and high motivated to motivate and encourage team for improvement.

BENEFITS

• 13th-month salary, Social insurance, annual leave, recompense (holidays, Tet).
• Bonus: twice a year.
• Extensive coaching and training.
• Performance appraisals every year.
• Annual health checkup.
• Compliance fully to Vietnam labor code.
• Company trip, team-building events.
• Housing Allowance in Lam Dong: 3mil/ month.