Call Center Manager - Male

• Inbound Center - receive calls from customers about queries, requests, orders and complaints
• Outbound Center - contact potential customers and clients with the aim of gathering Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice.
• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• organizing shift patterns and the number of staff required to meet demand
• coordinating bonus, reward and incentive schemes
• Hiring, training, coaching, and leading call center representatives as they provide support for customers.

• Male only
• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

- Hưởng lương thưởng và các chế độ đãi ngộ hấp dẫn, cạnh tranh
- Được tham gia các khóa đào tạo nâng cao trình độ/ Team Building hàng năm
- Được làm việc trong môi trường trẻ trung, hiện đại, thân thiện và chuyên nghiệp

Kết hợp giữa GS SHOP – Công ty nổi tiếng hàng đầu về homeshopping của Hàn Quốc – và Vivi homeshopping của Việt Nam, VGSSHOP là kênh mua sắm trên truyền hình uy tín tại Việt Nam, phát sóng toàn quốc trên các kênh như HTVC, Vietnamnet, TH Huế, Cần Thơ,… Với đội ngũ nhân viên chuyên nghiệp, chúng tôi cam kết đem những sản phẩm chất lượng của những thương hiệu uy tín tại Việt Nam và trên thế giới tới cho mọi người, mọi nhà với giá cả cạnh tranh nhất và dịch vụ tốt nhất.

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