Team Lead (BPO Industry) - Tại Hồ Chí Minh - Thu Nhập 30 - 34 Triệu

오류

☞ Công ty TNHH ITECHWX

전망: 103

갱신일: 10-12-2024

위치: Ho Chi Minh

범주: 컨설팅 / 고객 서비스

모집 인원: 1 người

수평: Trưởng nhóm

봉급: 30 - 34 triệu

섹스: Không yêu cầu

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업무 설명서

Mô tả công việc

Business management:

  • Make sure the team meets MS KPI.
  • Make sure the team follows the compliance and security policies.
  • Offer non-technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out-of-office processes, leave procedures, and demission procedures) to help the new members to get familiar with the process and tools.
  • Review cases daily and find out the problems to make sure customer issues are well resolved.
  • Follow up on the progress of each case in time to ensure effective actions are taken.
  • Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.
  • Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.
  • Collect data and create reports to meet business needs.

Managing Collaborative Activities:

  • Collaborate on cross-group and cross-product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders.
  • Work with Microsoft to get effective support on critical and complex issues.

Business Communication:

  • Maintain good business relationships with customers.
  • Participate in customer-facing business review meetings to gather feedback and resolve issues.
  • Drive the negotiation, creation, execution and modification of business processes and procedures.

작업 요구 사항

Yêu cầu ứng viên
  • Proficient in English (4 skills)
  • At least 2 years of experience in the same role in the contact center industry.
  • Excellent team leadership skills, able to unite the team, and help team members maximize their strengths and improve their weaknesses.
  • Good process and risk management skills can ensure that the performance of the team is stable and continuously improved.
  • Have a sense of community and responsibility, be able to align the policy of team, good at management and communication of employees, and be willing to make additional contributions for the team.
  • Excellent presentation skills.
  • Excellent customer service awareness.
  • Ability to train and mentor, experience in quality monitoring and improvement.

직업 혜택

Quyền lợi
  • Offered salary from 30 – 34,000,000 VND GROSS
  • 30% allowance on gross salary + PVI insurance + 500,000 VND food allowance for employees working night shift
  • Salary at 100% during the probationary period
  • 90% contribution of the gross salary to social insurance
  • Full working equipment will be provided
  • 12 days of annual leave, 8 days of sick leave
  • Annual Health Checkup
  • Annual performance review
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마감 시간: 09-01-2025

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