Call Center Team Lead

3 days ago

Hồ Chí Minh, Vietnam Hegka Vietnam Full time

Company: Thientu BPOLocation: 145B Nguyễn Đình Chính, Ho Chi MinhDepartment: OperationsReports To: Senior Operations ManagerWorking Time: MondaySaturday, 08:0017:00Operational Availability: 24/7, 365 days (rotational teams) 1. Job Summary Thientu BPO & HR is a leading outsourcing company providing high-quality business solutions to international clients across multiple industries. We are currently seeking a committed and detail-oriented Call Center Team Leader. The Call Center Team Leader is responsible for ensuring efficient daily operations of the call center team. This role requires strong leadership, a deep understanding of call center dynamics, and the ability to motivate, coach, and guide team members toward achieving performance and service excellence. 2. Key Responsibilities Team ManagementSupervise daily team operations to ensure compliance with SLAs, productivity targets, and quality standards.Conduct regular team meetings to communicate updates, clarify expectations, and address concerns. Performance MonitoringTrack and evaluate agent performance through call, chat, and email reviews as well as KPI metrics.Provide ongoing feedback, coaching, and performance improvement plans to enhance individual and team productivity. Training & DevelopmentIdentify training needs and coordinate training sessions to strengthen team capabilities.Support professional growth and career development opportunities for team members. Customer Service ExcellenceHandle escalated cases and ensure timely, effective resolution to maintain customer satisfaction.Develop and implement strategies to improve customer experience and reduce complaints. Reporting & AnalysisPrepare regular reports on team performance, operational efficiency, and customer feedback.Analyze data to identify trends, propose process improvements, and optimize service delivery. CollaborationWork closely with the QA team, Operations Manager, and other team leaders to align goals and share best practices.Participate in cross-functional projects and initiatives to enhance overall operational performance. 3. Qualifications & Skills Minimum 1 year of experience as a Call Center Team Leader, preferably in transportation, e-commerce, or retail sectors. Strong leadership, analytical, and problem-solving skills. Excellent communication (verbal and written) and interpersonal skills. Ability to deliver constructive feedback and lead training sessions. Proficiency in Microsoft Office (Word, Excel, PowerPoint) and call center management software. High attention to detail, time management, and ability to handle multiple priorities. Experience working with global companies is an advantage. College degree or higher preferred. Intermediate English proficiency required. 4. Reporting Line Reports directly to: Operations Manager 5. Working Hours 9-hour shifts (including 1-hour lunch break), 6 days per weekStandard working hours apply; flexibility required to support 24/7 operations. 6. Benefits Full participation in social, health, and unemployment insurance as per Labor Law. Opportunities for soft skills training and career advancement. KPI evaluations and performance-based bonuses. Holiday gifts and bonuses (March 8, October 20, April 30, January 1, May 1). Regular team-building activities and a supportive, dynamic working environment.

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