The Team Leader plays a pivotal role in driving team performance, ensuring customer satisfaction, and maintaining efficient operations. This position requires strong leadership skills, a keen understanding of call center dynamics, and the ability to motivate and guide team members toward achieving their goals.

[1] - Job requirements:

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 and implementing 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 service delivery.

Collaboration:

Work closely with Quality Assurance Specialists, Operations Manager, QA Manager, and other team leaders to align on goals and strategies.

Participate in cross-functional meetings to drive initiatives that enhance call center operations.

[2] - Skills requirements:

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 colleges degree or higher is preferred.

English at intermediate level

[3] - Report line:

Operations Manager

[4] - 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

[5] - Benefits:

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

[6] - Start work:

Onboard: 17 Feb 2025

[7] - Salary:

Negotiate

Location: 6 Thang Long, Tan Binh, HCMC