Work Location: District 12, HCMC.
Field: BPO – Call Center.
• 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.