Team Leader Of Call Center Shopee

Địa chỉ: 171B Hoàng Hoa Thám, Phường 13, Quận Tân Bình, TP.HCM
•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.
•Build team spirit for a team with 15 members
•Process designer
•Continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance.
•Support to develop training plan for new CSRs and maintain continuous training for existing CSRs.
•Assist CSRs 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 sudden incident
•Coordinate with other teams/ departments to achieve companys business goals
Report to/ Báo cáo cho: Call Center Supervisor and Manager

•Proficiency in English and Vietnamese.
•Minimum 1.5 years of experience in Teamleader role (specialized in Call Center).
•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.

•8 hrs/ days, 6 working days/ bi-weekly
•Salary: negotiable (around 10-11 mil/month)
•Bonus: twice a year
•Salary review: once a year
•Company trip, Health checking yearly.

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