Job description for CUSTOMER SERVICE TEAM LEADER (Mandarin Line) at An Nam
Duties and Responsibilities
Motivate and strategize how the team will meet efficiency, productivity and consistency targets.
Ability to understand the CTQ parameters that affect the process and work on them.
Perform twice a month checkpoint on the analyst's performance using scorecards as a point of discussion.
Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals.
Elevate and escalate red flags to management on a duty of care perspective.
Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.
Guarantee that base operational expectations and information security policies are enforced.
Identify improvement opportunities in workflows and suggest solutions. Creating a culture of innovation.
Facilitate team meetings and team huddles.
Create an engaging and fun work atmosphere for the team.
First point of escalation and clarification on HR-related matters and concerns.
Courses correct non-performing metrics and analysts through root cause analysis and solid action planning.
Perform monthly sit-down sessions to gather insights and innovation ideas.
Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed).
Ensure that SMEs are performing their duties and responsibilities.
Hiring Requirements
Bachelor’s or Associate’s graduate with 2-5 years of working experience, preferably with 1 year experience in leading team.
Ability to motivate teams and rally the group toward organizational goals.
Excellent oral and written communication skills.
Passion for learning and creative problem-solving.
Strong knowledge of cultural context in the user countries supported.
Good knowledge of language of the countries supported is an advantage.
Flexible 24/7 environment
