Benefits

Job Description

Use performance data to coach and improve the agents
Manage by walking around and answer agents’ queries, application of any related contact transactions
Listen and review types of interactions performed by the agents for improvement purposes
Validate any information requires to be sent to customer for accuracy and comprehensiveness purposes
Handle escalated transactions from clients/customers/team members
Quickly grasp changes in the system and processes, and accurately and promptly communicate information to agents
Can conduct report of manage team base on KPI orientation: Result, Rootcause and action plan
Review the performance appraisal and organize the discussion of Individual Development Plan
Collaborate with teams and other departments to achieve the common goals of the project
Manage any skills transition/changes of team members if required
Service time: willing to work under shifting mode (6am – 2pm, 2pm – 10pm)

Graduated from College or above.
Fluent in English both written and spoken (TOEIC 650) or same level
Minimum 1 years of experience in Teamleader role (specialized in BPO industry) team size at least 8-12 HC
Good skill in reading, understanding and handling the issue of customer
Plus if has knowledge about trust and safety, experience about logistic or Ecommerce operation
Experience in Content Moderation and Contact Center is a plus.
Willing to work on Saturday/Sunday and national holidays
Willing to work overtime if needed

Ho Chi Minh

Tòa nhà Scetpa - 19A Cộng Hòa, P.12, Q.Tân Bình. TP HCM