Trưởng Nhóm Chăm Sóc Khách Hàng / Kiểm Duyệt Nội Dung - Sàn Thương Mại Điện Tử

Mô tả Công việc
Use performance data to coach and improve the agents
Manage by walking around and answer agents' queries, application of any related contact transactions
Listen and review types of interactions performed by the agents for improvement purposes
Validate any information requires to be sent to customer for accuracy and comprehensiveness purposes
Handle escalated transactions from clients/customers/team members
Quickly grasp changes in the system and processes, and accurately and promptly communicate information to agents
Can conduct report of manage team base on KPI orientation: Result, Rootcause and action plan
Review the performance appraisal and organize the discussion of Individual Development Plan
Collaborate with teams and other departments to achieve the common goals of the project
Manage any skills transition/changes of team members if required
Service time: willing to work under shifting mode (6am - 2pm, 2pm - 10pm)