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Mô tả công việc
Ensure adherence to policies for attendance, established procedures;
Development of monitoring and logging systems;
Monitoring compliance with discipline;
Maintaining employee's call records and updating databases;
Keep management informed on issues and problems;
Improves quality of results by recommending changes;
Ensure availability of customer service for all types of requests (calls, chats, letters, etc.);
Work with CC availability metrics (AWT, AHT, UTZ, OCC, SL and others);
Analyze planned and actual values for incoming requests to the support line;
Manage and distribute employees by tasks to meet target indicators;
Conduct regular reporting in spreadsheets;
Work in several CRM systems;
Interact with related departments and teams, collect, analyze and transmit the necessary information;
Other tasks as assigned by manager.
Yêu cầu
Have experience in contact center monitoring (bank, telecom);
Ability to work with formulas, macros and pivot tables in Excel;
Know and understand contact center metrics and indicators;
Understand how to work and manage workload and incidents;
Ability to distribute workload and tasks among team members;
Ready to work in multitasking mode;
Have a stable Internet connection.
Quyền lợi
Monthly social insurance after the 2-month probationary period
Personal health care insuranceafter 1 year working
The company organizes general health check-ups for employees;
13th month salary bonus at the end of the year after one year working time;
There is an annual salary increase according to the company policy based on the company's business results
International working environment.
Thông tin khác
Địa điểm làm việc
- Gò Vấp, Hồ Chí Minh
Việc làm Hồ Chí Minh
Việc làm Quận Gò Vấp
Thông tin chung
- Ngày hết hạn: 14/02/2025
- Thu nhập: 12 - 15 triệu VNĐ
