Trưởng Nhóm Chăm Sóc Khách Hàng (Quận 12)

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☞ VIETNAM CONCENTRIX SERVICES COMPANY LIMITED

视图: 61

更新日: 15-04-2024

位置: Ho Chi Minh

类别: 咨询/客户服务 口译/笔译

水平: Trưởng nhóm / Giám sát

薪水: 16 triệu - 18 triệu

水平: Cao đẳng

性别: Nam / Nữ

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职位描述

- Ensure agent adherence to policies for attendance, established procedures etc.
- Help team members reach their highest potential through effective one on one coaching and group training
- Administer training programs for existing staff when needed
- Work with management on refining and scheduling appropriate training sessions
- Develop short training documents that support call center operations
- Answer questions from staff and provide guidance and feedback
- Manage by walking around. Be visible to answer questions.
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Keep staff motivated and engaged
- Motivate and encourage agents through positive communication and feedback
- Develop contests, awards and themes that increase agents’ loyalty and focus.
- Good presentation skills
- Produce a quarterly Strategy Presentation outlining your team’s performance, growth and recommendations for additional growth and improvement
- Analysis of trends, emerging issues and factors affecting subsidiary performance
- Devise and/or recommend ways to optimize procedures
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
- Create a detailed plan of the way in which you plan to impact your team’s day-by-day performance

工作要求

- N2 holder, excellent Japanese communication skills (Speaking, Listening, Reading and Writing)
- English
- Experience in Customer Service roles or any relevant roles is an advantage.
- University/Colleges required.
- 2 years minimum supervising/leading a team.
- Experience in a high-growth organization strongly preferred.
- Must be available to work 24/7. Working 5 days, 2 days off per week (depend on the Ops schedule)

联络资料

联系: Mr.Vinh

地址: 06th FL, QTSC 9 Building, Quang Trung Software City, Tan Chanh Hiep Ward , Quận 12 , Hồ Chí Minh , Viet Nam

最后期限: 30-05-2024

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