- Take responsibility alongside the Call Center Project Director for all activities within the scope of the Customer Service Department, ensuring compliance with the company's procedures and regulations;
- Actively manage and take responsibility for personnel coordination (through shift allocation, days off, leave schedules, etc.) of all staff within the department to ensure meeting productivity SLAs (call, talk time, social) within each hourly frame during working hours;
- Proactively allocate human resources as per the project management's requirements to meet survey campaigns and initiatives;
- Actively manage and take responsibility for the call quality of Agents through daily personnel coaching;
- Actively collaborate with the Call Center Training Department, Quality Assurance Department to organize training for new/retraining for existing staff on all skills related to product knowledge, operations, soft skills, integration, regulations, and call center procedures;
- Actively manage/instruct/coach Team Leaders in interacting with departments related to Call Center operations such as Call Center staff, Quality Assurance Department, Marketing Department, Sales Department, Digital Department, System Partner, Administrative-Human Resources Department... within the authority of the Team Leader;
- Actively encourage, monitor the KPI results of staff at all levels, work with Team Leaders, Quality Assurance Department, Call Center Project Director to ensure the best working efficiency for the Call Center Department;
- Actively guide and take responsibility for instructing staff at all levels in handling complaints, answering customer inquiries within SLA, within their authority. In cases where self-handling is not possible, suggest and request guidance from the Call Center Project Director;
- Collaborate with the Human Resources Department in staff recruitment; propose to the Project Director regarding signing/renewing contracts related to adjusting salaries, bonuses for employees;
- Suggest and work with the Human Resources Department on personnel administrative matters such as attendance, parking, cleanliness...;
- Generate scheduled reports on productivity figures, call quality, social productivity, call classification, social media as per the guidelines to the Call Center Project Director;
- Prepare ad hoc reports as requested by the Project Director;
- Implement or coordinate the implementation of tasks within the scope of job responsibilities to meet the requirements of the standards/management systems that the company is applying.
JOB REQUIREMENTS
- Bachelor's degree or higher
- Minimum of 5 years of experience in a managerial position overseeing at least 50 agents.
- Proficient in Microsoft Office applications: Word, Excel, PPT,...
- Knowledge of customer care.
- Proficient in using office software.
- Good communication skills, problem-solving abilities, information analysis, and complaint resolution.
- Team leadership skills.
- Quick and efficient in task handling.
- Ability to inspire and coordinate tasks.