- Ensure all agents are achieving their daily KPI’s in qualitative metrics
- Monitor scoring KPI statistics
- Isolate and identify areas of improvement on members performance
- Monitor daily reports from the supervisor
- Provide leadership, guidance, and support to the team members
- Handle major incidents that cannot be resolved by agents
- 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
- Bachelor's degree or equivalent.
- Fluent in English
- Have 1+ year experienced as Customer Service Team Lead position
- Have knowlegde of KPIs metric in CS Contact Center
- Demonstrated problem-solving skills, strategic and analytical capabilities
- Result-oriented, problem solver, analytical skill, and customer-focused
- Disciplined and high motivated to motivate and encourage team for improvement
- Experience in BPO
- Experience in Tourism/Hospitality/Aviation/Accommodation
- Salary: Negotiable salary
- Working in the environment of a multinational corporation, with customers being the leading foreign
companies in the field
- Promotion opportunities
- Periodical bonus: twice/year
- Position promotion, salary increase: once/year
- 13th month salary
- Insurances followed Vietnamese Labor Law
- Bonuses, gifts for Holidays
- Activities: Birthday party, Employee engagement activities
