Sr Operation Team Lead
6 days ago
Location: Quang Trung Software City (Công viên phần mềm Quang Trung), To Ky, District 12, HCMC, will relocate office to client site in District 7 from June 2025
Time: 6days/week Job
**Description**:
- The Contact Center Project Management Officer is an intermediate position responsible for performing moderately with the Customer Service team member. The overall objective is to ensure smooth Customer service operation.
**Responsibilities**:
- Reports to Customer Service Manager.
- Assist Customer Service Manager in providing effective and efficient service to ensure meet Service Level target, where applicable, to ensure customer satisfaction.
- Lead & support a team of Retail Customer Service (RCS) Inbound Officers to achieve the performance goals of the team and Contact Center.
- Work with Contact Center management team in communicating and managing day-to-day issues in the Contact Center and liaising with customers and clients, where appropriate.
- Meet service level objectives as set/pre-determined in Contact Center targets.
- Undertake quality call coaching and call evaluation for team members.
- Handle customer complaints and implement positive actions to resolve conflict to maintain the relationship and goodwill of the customer.
- Report on customer feedback to identify pro-active steps for the continued success of the business.
- Adapt to changing service requirements and keep all team members informed of change in policy, procedure, product, and the servicing of campaign.
- Respond to customer satisfaction issues and results.
- Motivate and engage RCS Inbound Officers to deliver quality customer service standards.
- Communicate performance and behavioral expectations to individual team members and provide ongoing feedback against performance goals.
- Coach, train, and develop team members to effectively align team capabilities with current and future business needs.
- Communicate links between reward, performance and behavior and drive team motivation through recognition and reward.
**Qualifications**:
- 2-3 years of experience in a related role
- Basic level of experience in a related role
- Experience in leading team
**Education**:
- Bachelor’s/University degree or equivalent experience
Loại hình công việc: Toàn thời gian
Mục lương: 20.000.000₫ - 24.000.000₫ một tháng
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