Head of Call Center Section (Trưởng Bộ phận)

Planning/Budgeting
- Establish and execute section&039;s plan in each period
- Build and perform the customer service applications in IVB system
- Manage and supervise section&039;s plan as assigned
Manage and operate overall activities of Call center section
- Summarise the frequent questions and update the reasonable anwers of Call Center agents to enhance the quanlity and effiency of customer care.
- Organise, arrange and monitor the working plan, time to ensure the quantity of Call Center Agent in the peak hour.
- Implement other assigment from Head of Units.
- Implement, supervise Call center agents upon advising clients on IVB’s products and services information, account transactions, card transactions information on all channels of the Bank build the programs, plans and solutions in performing works assigned
- Prepare report of the implementation in daily/monthly/quarterly/ yearly
- Implement, supervise Call center agents upon carrying out on- demand customer care programs by telephone
- Research and propose modern technology which appropriate with banking development trend
- Implement, supervise Call center agents upon Marketing IVB’s products and services via telephone
- Support Call Center agents and cooperate with related Units to resolve every dedicate/ difficult to customers in time.
- Propose solutions for the remaining on work of Call Center Section.
- Implement, supervise Call center agents upon making queries of transactions by phone
- Collect and summarise feedbacks, queries, opinions, complaints of customer via received channel of Call Center to report to management for developing product, services.
- Implement, supervise Call center agents upon receiving and process client’s feedbacks on IVB’s products and services via Call Center communication channels
- Monitor the call quality of Call Center agents.
Employee management
- Guide, to organize and execute the plans of training and improving working knowledges for employees
- Assist Department Head to assign KPIs to each employee
- Manage and supervise the employee performance compared with plan, periodically evaluate the performance of employees

- Good at skills of presentation, teamwork, time magement, training
- Problem solving and decision- making skills
- Experience: At least 03 years of experience in management position of Call center service
- Priority to communication Chinese or English: TOEIC 600
- Knowledge: have the knowledge of macroeconomic, the regulation of non- cash payment, domestic payment, domestic and international card market, account opening and using, 5S procedure for customer service
- Males/ Female gradudate with bachelor degree, major in finance and banking, economics, bor equivalent.

Chế độ bảo hiểm, Du Lịch, Phụ cấp, Đồng phục, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Công tác phí, Phụ cấp thâm niên, Nghỉ phép năm, CLB thể thao

Cập nhật gần nhất lúc: 2024-09-19 08:20:02