​Work Location: District 12, HCMC.

Field: BPO – Call Center.

Job Description:

• Responsible for preparing and providing feedback to agents & Team.

• Proactively identifying the factors impacting the performance and sharing it with client and internal teams.

• Data analysis and making designated reports/decks.

• Participating in internal & external calibrations.

• Communication to heighten awareness and focusing on importance of positive customer experience.

• Making recommendations and driving improvement.

• Ensuring that internal policies, procedures, and compliance regulations are being followed.

• Reduce learning curve and help enhance product/process knowledge of new joiners.