Mô tả công việc
- Ensure all agents, team lead consistently meet daily KPIs, particularly in qualitative metrics.
- Monitor and analyze KPI scoring statistics to assess performance trends.
- Review daily reports submitted by the supervisor to stay updated on operational status.
- Provide leadership, guidance, and hands-on support to team members to enhance service quality.
- Handle major incidents that cannot be resolved at the agent level, ensuring timely escalation and resolution.
- Accept and process special customer requests in accordance with company SOPs.
- Organize and lead recurring team meetings to review performance and drive continuous improvement.
- Manage routing and payment method enablement based on available inventory, following SOP guidelines.
- Ensure all cases are resolved within the required timeframe and in full compliance with company SOPs.
Yêu cầu
- University graduated.
- Excellent command of spoken and written English and Vietnamese
- Manage the Inbound team (Team Leaders, agents) across people, operations, and quality.
- Plan and execute operations: forecasting, rostering, monitoring, briefings, coaching.
- Identify skill gaps and drive prevention/improvement plans.
- Monitor quality and productivity to meet client requirements.
- Handle customer & client escalations; ensure lessons learned and no re-occurrence.
- Train/retrain Flight agents to sustain service levels.
- Drive Service Improvement & Motivation programs.
- Provide performance reports & analysis
- Make decisions on special complaints (e.g., overdue per SLA, bulk cases).
- Develop self and team (training, briefings, continuous updates).
- Ensure participation in Quality Service Management & Assessments; achieve KPIs; follow client business processes; take inbound calls when needed.
- Minimum 3 years in call center/travel/customer support in a quality assurance/improvement role.
- BPO background; OTA exposure is a plus.
- Experience as Team Lead/Supervisor/Manager; accustomed to managing performance targets and working with 24-hour operations
- Project management; able to handle multiple concurrent initiatives independently.
- Improve overall service quality and performance of the Contact Center, ensuring services delivered by agents, team leaders, and supervisors meet the Client's Service Standards
* Nice to have:
- Disciplined, highly motivated, and able to motivate/encourage the team.
- Data-driven mindset; critical thinking.
- Reporting & presentation skills.
Quyền lợi
Periodical bonus: twice/year, Bonuses, gifts for Holidays.
Insurances followed Vietnamese Labor Law.
13th month salary
Promotion opportunities, salary increase once/year.
Activities: Birthday party, Town Hall, Employee engagement activities.
Thông tin khác
Loại công việc
Nhân viên toàn thời gian
Cấp bậc
Trưởng nhóm / Giám sát
Học vấn
Cử nhân
Kinh nghiệm
1 - 2 năm kinh nghiệm
Giới tính
Bất kỳ
Ngành nghề
Dịch vụ khách hàng
Thông tin chung
- Thu nhập: 25 triệu - 30 triệu
Nơi làm việc