Customer Service Team Leader [App Social Video]

Handle client issues throughout the implementation life cycle promptly and accurately.
Control Team roster to be efficient and work with SMEs/QAs/Trainers to gather feedback regarding productivity and quality problems for service improvement.
Working with the Global team & build up client relationships and handling all reports (if needed)
Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
Co-lead with OM/SOM to prepare the operation plans, budgets, etc. to build up the project.
Performance management: career counseling, coaching, performance development, 1:1&039;s mentoring, Team huddle, Ops calibration, etc. to ensure the team achieves the gliding goal.
Work with workforce management tools and business tools to monitor calls and emails/Chat/Messaging to ensure schedules are achieved.

English communication skills.
Experience in a high-growth organization is strongly preferred.
At least 1 year supervising/leading a team of 20 or more people, in a call center/contact center environment.
University/Colleges required.

Activities: Birthday party, Employee engagement activities
Periodical bonus: twice/year
Bonuses, gifts for Holidays
Salary: negotiation
13th-month salary - Insurances followed Vietnamese Labor Law
Position promotion, salary increase: once/year

Cập nhật gần nhất lúc: 2022-11-02 17:42:04