Job description for Customer Service Team Lead-25,6M (Yêu cầu 1 năm KN Teamlead CS) at An Nam
Location: QTSC1 Building, Trung My Tay Ward, District 12, Ho Chi Minh City
Working Time: 5 days/week, Full night shift.
Working Date: 9 hours (8hrs working + 1 hrs break)
5 days/week: 7:00pm - 7:00am
Language Proficiency: English
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 2-6 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
