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Job description Customer Service Supervisor - Shopee Project (Contact/Call Center Service)/Chăm Sóc Khách Hàng Transcosmos Vietnam
MÔ TẢ CÔNG VIỆC
- Support the Customer Service Manager (CSM) in achieving business goals.
- Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs.
- Lead team with Team Leaders and agents
- Continuously implement new or innovative existing processes to improve KPIs, Customer experiences, Efficiency performance.
- Support to develop a training plan for new CSRs and maintain continuous training for existing CSRs.
- Assist CSR in exceeding customer expectations through excellent customer service.
- Provide regular, transparent feedback and reporting on CSR performance to the CSM.
- Forecasting the volume of workload daily & peak period and design plans to overcome the backlogs but still maintain good KPIs
- Fining the gaps in process and offering the best solutions to maximize capacities and resources for improvement
- Identify risks and provide immediate action plans during the sudden incident
- Coordinate with other teams/ departments to achieve company's business goals
YÊU CẦU CÔNG VIỆC
- Minimum 1 years of experience in a supervisor role (specialized in BPO Call Center)
- Experience in managing large team size (> 30 people)
- Good at English
- Goal better, data-driven, self-motivated leader, can-do attitude, open and supportive mindset
- Good at planning and organizing, communication, presentation, negotiation, interpersonal, and problem-solving.
- Work independently and proactively take on new responsibilities where most needed.
- Good at data and report to control backlogs & performance.
THÔNG TIN KHÁC
- Bằng cấp: Cao đẳng
- Độ tuổi: Không giới hạn tuổi
- Phúc lợi:- 13th-month salary and project bonus (twice a year) - Attractive Salary and Benefits - Extensive coaching and training - Performance appraisals every year - Annual health checkup - Compliance fully to Vietnam labor code - Company trip, team-building events
- Health and wellness benefits
- Medical coverage
- Personal development benefits
- Team building events