#2140 - Project Team Leader

COMPANY
Company Name       Tiro's client
Industry       Customer service and Call center
Description       A call center service company
JOB INFORMATION
Job Title       Project Team Leader
Salary       18 ml VND
Career Level       Team leader
Job Description       • Ensuring all agents are achieving their daily KPI’s in qualitative metrics;
• Monitoring scoring KPI statistics;
• Isolate and identify areas of improvement on members performance;
• Monitoring daily reports from supervisor
• Provide leadership, guidance and support to the team members
• Manage refreshment & training to agents
• Handle major incidents that cannot be resolved by agents
• Identify & escalate issues to the related teams when out of the scope of this department;
• Finding issues among members which related to productivity and problem-solving;
• Accept and process special requests from customers as per SOPs;
• Interface with customers, providing explanations and processing;
• Manage recurring meetings with team(s) to review performance;
• Manage routing and payment method enablement as per available inventory defined by SOPs;
• Ensure all cases are solved within required timeframe following the company’s SOPs;
• Report fraud to the company’s risk team;
• Report any product error findings to related product/engineering teams.
Function       Customer service
Working Location       HoChiMinh
PERSON REQUIREMENT

• At least 1 year-experience in Call Center environment
• Experience as team lead, supervisor, or manager desired;
• Excellent command of spoken and written English and Vietnamese;
• Have experience with payment / refund / flight / hotel is a plus.
• A strong understanding of customer service principles;
• Demonstrated problem-solving skills, strategic and analytical capabilities;
• Result-oriented, problem solver, analytical skill, and customer-focused;
• Disciplined and high motivated to motivate and encourage team for improvement;
• Minimum of a bachelor degree in relevant field.

CONTACT INFORMATION

Anh Nguyen
Email: anhnguyen@tiro.com.vn

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