Customer Service Team Lead (Night Shift)
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Kỹ năng
Chi tiết công việc Customer Service Team Lead (Night Shift) tại Innovature Consulting Inc.
WORK LOCATION: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, HCMC
WORKING HOURS: Mon – Fri, Night shift (9PM – 6AM). This position requires direct client interaction within the US, with working hours aligned to US time zone.
WHAT YOU WILL BE DOING:
- Monitor Customer Service team performance, establish targets, and provide constructive feedback to assist team members in achieving their objectives.
- Ensure team members comply with quality standards and meet performance metrics.
- Offer guidance, direction, and leadership to team members, ensuring a clear understanding of roles and responsibilities.
- Identify training needs, arrange training opportunities, and support team members in enhancing their skills and knowledge.
- Act as the primary point of contact for clients regarding team service quality and management matters. Address and resolve team-related issues and proactively escalate issues to higher management when necessary.
- Generate reports and metrics on team performance and management for direct management‘s review.
- Participate in the interview and recruitment processes for the team and contribute to the training of new team members.
- Perform other ad-hoc tasks as assigned by management.
Innovature BPO is a Vietnamese company with more than 10 years of experience in providing outsourcing solutions to clients worldwide. Our services support from call center, 24/7 bi-lingual customer care services, digital marketing to bookkeeping and data analytics services. We offer full time remote resources who are able to deliver the standard that meet global manpower requirement and utilize our business analytics, SLA and other performance metrics to help our clients boost productivity. Our mission is to enable clients to become high-performance businesses and create long-term partnership. Our vision is to connect Vietnamese talents to global labor market demands.
In 2021, Innovature BPO was proudly recognized the “HR Asia Award, one of the best places to work for in Asia”. In 2024, Innovature BPO was again proudly recognized as a Great Place to Work, reflecting our commitment to creating a positive and supportive work environment. We have officially earned this certification, with an impressive 92% of our employees agreeing that Innovature BPO is a great place to work, compared to the 59% average at typical companies. This remarkable statistic underscores the unique and positive culture we’ve cultivated. We’re committed to continuously improving our workplace, empowering our employees, and building an even brighter future together.
Ree Tower, 9 Đoàn Văn Bơ, Phường 13, Quận 4, Thành phố Hồ Chí Min
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