Call Team Leader ( Trưởng Nhóm Chăm Sóc Khách Hàng Bảo Hiểm Qua Cuộc Gọi)

Job Scope / Position Summary
• The role is designed to supervise Call Center operations, deliver innovative and excellent services to customers.
• No. of subordinate (Please describe the job level and role of subordinate): - 12 staffs.
• Please indicate financial and non-financial KPIs for this role: Call Center KPIs.
• Please give a description of key challenge of this role: Ensuring daily Call Center operate effectively, gain customers satisfaction and retention.
• Please describe which parties are usual contact in their role including internal or external parties and describe the nature of communication with these parties: Customers, Sale channels, Cross department, Legal& Compliance, Service providers.
Main Responsibility
• Lead the call team, deliver excellent customer services.
• Control drop call, outbound call service to meet company service requirement and KPIs.
• Develop guidline, procedure to support call center operation.
• Provide training/ coaching to staffs.
• Ensure service quality of Call team staffs.
• Co-operate with related Departments, Stakeholders (if any), Vendors to smoothly resolve call center operation issues.
• Make call reports.
• Support Division targets and Company objectives as and when assigned by Manager.
Key Result Area
• Lead call team operation in the most effective way, meet customer requirement and satisfaction.
• Increase service quality of customer care team.
• Help staffs to achieve KPIs.