Call Center Monitoring Specialist

7 days ago

Thành phố Hồ Chí Minh, Vietnam Công Ty TNHH MTV Responsibility Full time

**Mô tả công việc**:
(Mức lương: 8 - 10 triệu VNĐ)
- Ensure adherence to policies for attendance, established procedures;
- Development of monitoring and logging systems;
- Monitoring compliance with discipline;
- Maintaining employee’s call records and updating databases;
- Keep management informed on issues and problems;
- Improves quality of results by recommending changes;
- Ensure availability of customer service for all types of requests (calls, chats, letters, etc.);
- Work with CC availability metrics (AWT, AHT, UTZ, OCC, SL and others);
- Analyze planned and actual values for incoming requests to the support line;
- Manage and distribute employees by tasks to meet target indicators;
- Conduct regular reporting in spreadsheets;
- Work in several CRM systems;
- Interact with related departments and teams, collect, analyze and transmit the necessary information;
- Other tasks as assigned by manager;
- Working hours: 8 AM - 5 PM (Mon - Sat)

**Chức vụ**: Nhân Viên/Chuyên Viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:

- Monthly social insurance after the 2-month probationary period
- Personal health care insurance after 1 year working
- The company organizes general health check-ups for employees;
- 13th month salary bonus at the end of the year after one year working time;
- There is an annual salary increase according to the company policy based on the company's business results
- International working environment.

**Yêu cầu bằng cấp (tối thiểu)**: Cao Đẳng

**Yêu cầu công việc**:

- Have experience in contact center monitoring (bank, telecom);
- Ability to work with formulas, macros and pivot tables in Excel;
- Know and understand contact center metrics and indicators;
- Understand how to work and manage workload and incidents;
- Ability to distribute workload and tasks among team members;
- Ready to work in multitasking mode;
- Have a stable Internet connection.

**Yêu cầu giới tính**: Nam/Nữ

**Ngành nghề**: Chăm Sóc Khách Hàng,Giám Sát Dịch Vụ,Quản Lý Chất Lượng (QA/QC),Tài Chính/Ngân Hàng,Tổng Đài Viên

Cao Đẳng
1 - 2 năm

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