CUSTOMER SERVICE TEAM LEADER

Team Management:

• Oversee daily activities and performance of the call center team to ensure adherence to service level agreements (SLAs), productivity, QA...
• Conduct regular team meetings to communicate updates, expectations, and address any concerns.

Performance Monitoring:

• Monitor and evaluate agent performance through call, chat, email... reviews and performance metrics.
• Provide constructive feedback and coaching to improve agent skills and productivity.

Training and Development:

• Identify training needs and organize relevant training sessions to enhance team capabilities.
• Support career development and provide opportunities for skill enhancement.

Customer Service Excellence:

• Ensure high levels of customer satisfaction by addressing escalated issues andimplementing effective solutions.
• Develop strategies to improve the overall customer experience and reduce complaint rates.

Reporting and Analysis:

• Generate reports on team performance, customer feedback, and operational efficiency.
• Analyze data to identify trends and recommend improvements to processes and servicedelivery.

Collaboration:

• Work closely with Quality Assurance Specialists, Operations Manager, QA Manager, andother team leaders to align on goals and strategies.
• Participate in cross-functional meetings to drive initiatives that enhance call center

• Candidates of any gender with a minimum of 01 years' experience in a call center as a team Leader, particularly within the transportation, e-commerce, or retail industries.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Ability to provide constructive feedback and facilitate training sessions.
• Proficiency in using Microsoft Office Suite (Word, Excel, PowerPoint) and call center software.
• Attention to detail and a commitment to quality.
• Strong interpersonal skills and ability to work in a team-oriented environment.
• Ability to manage time effectively and handle multiple tasks simultaneously.
• Experience with global companies is an advantage.
• Ability to adapt to various operational challenges.
• A college’s degree or higher is preferred.
• English at intermediate level

Working time:

• 9 hours / shift (including 1 hour for lunch). 6 days / week
• Standard working hours apply, but flexibility may be required to accommodate different shifts. This is determined by the operation.
• Project operating hours: Available 24/7, 365 days

• Engage in social security, health insurance, unemployment insurance, and trade union activities as outlined by the Labor Law.
• Take part in soft skills training and explore advancement opportunities.
• Evaluate KPIs and project bonuses.
• Receive bonuses or gifts on March 8, October 20, April 30, January 1, and May 1.
• Participate in team-building activities...