✓ 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.
REQUIREMENTS:
✓ 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.
Nice to have:
• Disciplined, highly motivated, and able to motivate/encourage the team.
• Data-driven mindset; critical thinking.
• Reporting & presentation skills.
✓ Salary: 25mil Gross.
✓ 13th month salary.
✓ Insurances followed Vietnamese Labor Law.
✓ Promotion opportunities, salary increase once/year.
✓ Periodical bonus: twice/year.
✓ Bonuses, gifts for Holidays.
✓ Activities: Birthday party, Town Hall, Employee engagement activities.
✓ Meal allowance, transport allowance & parking fee.
