Customer Operations Team Leader - Ho Chi Minh City, Việt Nam - iTechWX Vietnam

iTechWX Vietnam
iTechWX Vietnam
Công ty đã được xác minh
Ho Chi Minh City, Việt Nam

6 ngày trước

Đức Nguyễn

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Đức Nguyễn

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Mô tả

TL Role and Responsibilities:


Report to:
Team Manager

Salary Range: 1,100-1,600 USD


Required Competencies:


  • Excellent technical ability, in-depth understanding of the products supported by the team, and can provide technical consultation to the team.
  • Excellent team leadership skills, able to unite the team, and help team members maximize their strengths and improve their weaknesses.
  • Have a sense of community and responsibility, be able to align the policy of team, good at management and communication of employees, and be willing to make additional contributions for team.
  • Good process and risk management skills can ensure that the performance of the team is stable and continuously improved.
  • Have the willingness to improve themselves on technical, management and communication skills.
  • Have at least 2-year experience in the same role or 1 year in supervisor level in contact center industry.

Responsibilities:


  • Provide technical consultation for team members to help team members solve cases quickly.
  • Regularly review the backlog of members to ensure that the backlog of team members is healthy.
  • Make recovery call for risky cases to minimize CPE risks.
  • Real-time monitor of sub team KPIs, take actions in time and regularly sync with TM/OM.
  • Align with team's policy, drive-related actions (throughput, KPIs, etc.)
  • Other daily/Weekly/Monthly work (1:1 talk, coach, attendance, scheduling, monthly review, team meeting, reporting, etc.)

Required Skills:


  • Good at Microsoft office.
  • Proven ability to o staffing and scheduling.
  • Strong customeroriented mindset.
  • Familiarity with KPI contact center metrics.
  • Disciplined and high motivated to encourage team for improvement.
  • Techsavvy is a big plus.

Salary:
Up to 40,000,000₫ per month


Experience:

Technical Support: 1 year (required)

  • Management: 1 year (required)

Language:


  • English (required)
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