Trưởng Nhóm Chăm Sóc Khách Hàng (Chinese Mandarin)

• Motivate and strategize how the team will meet efficiency, productivity and
consistency targets.
• Ability to understand the CTQ parameters that affect the process and work on them.
• Elevate and escalate red flags to management on a duty of care perspective.
• Ensure that team schedules are communicated; leave requests are attended to and
team attendance is monitored. Chronic absentees should be managed.
• Identify improvement opportunities in workflows and suggest solutions. Creating a
culture of innovation.
• Facilitate team meetings and team huddles.
• First point of escalation and clarification on HR-related matters and concerns.
• Courses correct non-performing metrics and analysts through root cause analysis and
solid action planning.
• Ensure that SMEs are performing their duties and responsibilities.