Team Lead (BPO Industry)

Business management:

Make sure the team meets MS KPI.
Review cases daily and find out the problems to make sure customer issues are well resolved.
Offer non- technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out- of- office processes, leave procedures, and demission procedures) to help the new members to get familiar with the process and tools.
Make sure the team follows the compliance and security policies.
Collect data and create reports to meet business needs.
Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.
Follow up on the progress of each case in time to ensure effective actions are taken.
Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.

Managing Collaborative Activities:

Work with Microsoft to get effective support on critical and complex issues.
Collaborate on cross- group and cross- product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders.

Business Communication:

Drive the negotiation, creation, execution and modification of business processes and procedures.
Participate in customer- facing business review meetings to gather feedback and resolve issues.
Maintain good business relationships with customers.

Excellent presentation skills.
Excellent team leadership skills, able to unite the team, and help team members maximize their strengths and improve their weaknesses.
Have a sense of community and responsibility, be able to align the policy of team, good at management and communication of employees, and be willing to make additional contributions for the team.
At least 2 years of experience in the same role in the contact center industry.
Ability to train and mentor, experience in quality monitoring and improvement.
Proficient in English (4 skills)
Good process and risk management skills can ensure that the performance of the team is stable and continuously improved.
Excellent customer service awareness.

90% contribution of the gross salary to social insurance
30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
Annual performance review
Salary at 100% during the probationary period
Offered salary from 30 – 34,000,000 VND GROSS
Annual Health Checkup
Full working equipment will be provided
12 days of annual leave, 8 days of sick leave

Cập nhật gần nhất lúc: 2024-07-27 08:30:03