Customer Service Supervisor (Giám Sát CSKH, T2-T6)

As a Customer Service Supervisor, you will work from Monday to Friday and you can choose 01 of 03 work time as below:
Night Shift 1: 8:00 PM to 5:00 AM
Night Shift 2: 12:00 PM to 9:00 AM
With some other tasks:
Support in hiring, training, and managing staff including scheduling and payroll
Contribute to the development of Call/Live Chat Center objectives, standardized processes and associated documentation
Analyze call center and Live Chat performance data and prepare and interpret associated reports
Assist in staff evaluations and performance reviews
Set both sales and performance goals for agents.
Monitor the progress and development of agents, and create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed.
Analyze both individual and team performance daily to manage overall sales and service levels.
Record agent and team statistics, and prepare reports for Management.
Maintain up-to-date knowledge of industry developments.
Assists management with the company's day-to-day carrier operations activities
Responds to customer inquiries; review responses; gather and research information; assemble and forward information; verify customer's understanding of information and provide resolution
Maintains a solid understanding of the current products and services being offered to ensure customer satisfaction
Verifies and approves customer and agent orders; handles complaints and provides solutions
Some other duties as required by the Senior Manager/Director.