CALLCENTER ASSISTANT MANAGER - SHOPEE

CÔNG TY TNHH TRANSCOSMOS VIỆT NAM

Recruitment Information

  1. Work location: Ho Chi Minh
  2. Industry: Sales / Business Development
  3. Job level: Team Leader / Supervisor
  4. Job type: Permanent
  5. Salary: Competitive

 

Job description

  • Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
  • 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 OM/General Manager/CC Director for any abnormalities in operation
  • 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
  • Following and making sure all team members are actively involved activities Service Improvement and Motivation Program
  • 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
  • Developing personal performance and team members such as training, briefings, seeking information latest, and others
  • Monitoring, make sure all member of team actively involved in the activities of Quality Service Management and Assessments
  • Doing the responsibility and authority in accordance with the business processes defined by transcosmos’ Client
  • 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 OM/General Manager or Client.

Job Requirement

  • Minimum 2 years of experience in supervisor role (specialized in Call Center)
  • Prefer candidate have experience in E-Commerce industry
  • Good at English
  • Project management experience, able to work independently on multiple concurrent initiatives
  • Strong personality and leadership
  • Moderate ability to identify and analyze data for trends and forecast
  • Intermediate to advanced reporting skills

Required Job Skills

management trainer monitoring coaching planning forecasting director motivation training commerce english

Other Information

QUYỀN LỢI ĐƯỢC HƯỞNG

  • Performance review: once a year + Bonus, 13th Salary.
  • Annual company trip and team building
  • A fully employee- care benefit system.