Head of Call Center Section (Trưởng Bộ phận)

Job Description

1. Planning/Budgeting

- Establish and execute section's plan in each period

- Build and perform the customer service applications in IVB system

- Manage and supervise section's plan as assigned

2. Manage and operate overall activities of Call center section

- 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

- Implement, supervise Call center agents upon receiving and process client’s feedbacks on IVB’s products and services via Call Center communication channels

- Implement, supervise Call center agents upon making queries of transactions by phone

- Implement, supervise Call center agents upon carrying out on-demand customer care programs by telephone

- Implement, supervise Call center agents upon Marketing IVB’s products and services via telephone

- Research and propose modern technology which appropriate with banking development trend

- Organise, arrange and monitor the working plan, time to ensure the quantity of Call Center Agent in the peak hour.

- Monitor the call quality of Call Center agents.

- Support Call Center agents and cooperate with related Units to resolve every dedicate/ difficult to customers in time.

- Collect and summarise feedbacks, queries, opinions, complaints of customer via received channel of Call Center to report to management for developing product, services.

- Prepare report of the implementation in daily/monthly/quarterly/ yearly

- Propose solutions for the remaining on work 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.

- Implement other assigment from Head of Units.

3. Employee management

- Assist Department Head to assign KPIs to each employee

- Manage and supervise the employee performance compared with plan, periodically evaluate the performance of employees

- Guide, to organize and execute the plans of training and improving working knowledges for employees

Job Requirement

-       Males/ Female gradudate with bachelor degree, major in finance and banking, economics, bor equivalent.

-       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

-       Problem solving and decision-making skills

-       Good at skills of presentation,  teamwork, time magement, training

-       Experience: At least 03 years of experience in management position of Call center service

-       Priority to communication Chinese or English: TOEIC 600