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[HCM] Contact center Senior supervisor

Managing a team comprises of Team Leader, QA and agents in all aspects of a contact center context. 

cty hoa sao

1. Job description

  • Managing a team comprises of Team Leader, QA and agents in all aspects of a contact center context. 
  • Training Agents on soft skills and job knowledge. 
  • Making sure all team members are actively involved and work closely to achieve KPIs. 
  • Report to line manager critical issues timely with solution. 
  • Support agent to handle hard complaint or critical issue. 
  • Analyzing the root cause of the issue and being able to design an action plan. 
  • Responsible for weekly, monthly, yearly report, OKR (objective and key result) 
  • Others tasks which are assigned by Operation Manager.

2. Person specification

  • Having at least 1-year experience in the similar position in contact center environment. 
  • Minimum educational background: College graduated or higher. 
  • Having experience in rostering, coaching, managing people... 
  • Experience in developing SOP. 
  • Good knowledge in CRM (Salesforce) 
  • Strong computer skill including Microsoft Office, databases. 
  • Problem Solving skill, good leader mind-set, can-do attitude, positive attitude, detail and customer oriented. 
  • Fluent in English both written and spoken (IELTS 7.5) 

3. Working condition

  • 48 hours per week Salary.
  • Attractive (VND_Gross)

4. ADD

  • 8A Huynh Lan Khanh, ward 2 , Tan Binh District, HCMC

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