Customer Service Team Leader - Trưởng Nhóm Dịch Vụ Khách Hàng (Contact Center)

Ensure all agents are achieving their daily KPIs in qualitative metrics
Monitor scoring KPI statistics
Isolate and identify areas of improvement in members' performance
Monitor daily reports from the supervisor
Provide leadership, guidance, and support to the team members
Manage refreshments & training for 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
Find issues among members related to productivity and problem-solving
Accept and process special requests from customers as per SOPs
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 the 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​
Service time: 11 AM - 11 PM, rotating shift 8 hours/ day, 6 days/ week (1 day off any)