Type: Permanent

Department: Distribution Operation

Level: Supervisor

Locations: Hồ Chí Minh, Vietnam

Role Purposes:

1/ Support HOD to propose initiatives & strategy to drive continuous improvement & operational excellence agenda (AOP/LRBP) for Call Center function

• Estimate requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

2/ Oversee and manage the daily operation of Call Center to provide excellence service level to the distributors’ organization.

• Supervise the Customer Service Representative (CSR) in managing calls effectively.
• Handle escalation calls such as significant customer complaints, complicate inquiries, and other incidents properly to protect company’s benefit and reputation.
• Monitor the workload and allocating manpower properly to best utilize the human resource.
• Provide support to CSR’s regarding questions, issues, concerns, and complex issues incurred.
• Setting and implementing performance targets, policies, procedures, and key performance indicators (KPIs) according to departmental objectives.
• Develop / improve call center systems & initiatives & lead for the new system/ initiatives testing, planning & implementing.
• Develop & enforce call center operation procedure & processes for call center efficiency & compliance operation.

3/ Monitoring random calls to improve quality, minimizing errors, and tracking operative performance to ensure highest level of customer satisfaction

4/ Overall responsibility of staff management to meet the business goals and growth

• Identifying training needs, planning training sessions and training the staff to be capable of their jobs. 
• Monitoring and reviewing the performance of the CSRs constantly and coaching them timely to enhance their work quality and the team’s overall performance.

5/ Being an exemplary leader to the staff, motivating the team, creating, and maintaining good working environment for the staff.

6/ Preparing reports or data analysis monthly to management and relevant departments to support the business planning and decision as well as to facilitate continuous improvement in service and efficiency.
 

Skills & Knowledge:

• Excellent written and verbal communication skills in both English and Vietnamese.
• Strong interpersonal skills and customer service skills.
• Good leadership and supervisory skills
• Good problem solving and analytical ability
• Being able to work independently and work under pressure.
• Honesty and self-discipline.
• Must be computer literate.
   

Experience:

• Bachelor’s Degree in Business Administration, Information System, or related fields.
• At least 05 years of supervisory experience in customer service, call center, contact center related discipline.