Customer Service Supervisor - app travelCÔNG TY TNHH transcosmos Việt Nam

Mô tả Công việc
Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
Planning and executing strategically Operation through forecasting, rostering, monitoring, briefing, coaching, and others.
Developing personal performance and team members (Team leader and agents)
Following and making sure all team members are actively involved activities service Improvement and Motivation Program.
Making valid decisions on complaints, despite from customers or the client, required special treatment, such as complaints that are not resolved in a specified period in accordance with the Service Level Agreement, bulk cases, and others.
Monitoring, make sure all members of the team (team leader and agent) actively involved in the activities of Quality Service Management and Assessments.
Providing Performance Reports and analysis such as attendance, achievement, activities assigned, etc.