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- Responsible for daily supervision of a Inbound service team including work & attendance monitoring in accordance with organization policy.
- Monitor & approach on agent and team performance in both service quality and quantity.
- Ensure service delivered to customer meet the standard requirement and strictly combine with procedure.
- Provide subject matter expertise in handling escalated customer calls as needed.
- Identify agent and team performance related issues, develop action plan for improvement, implement corrective action.
- Schedule and organize team meeting, team activities.
- Attend required meeting, training from higher levels.
- Promote the company values through both behavior and attitude, including being an advocate for team members.
- Ad-hoc tasks if required from management levels.
- Bachelor degree in Banking related fields.
- Working experience in Banking Contact Center (at least 2 year).
- Having management experience.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
- Work well under pressure and follow each items to completion.
- Strong communication skills, both written and verbal.
- Ability to mentor, coach and provide direction to team.
- Able to work in shifts and overtime when business requiried.
- Disciplines and high commitment to work.
- Positive and can-do attitude.
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Ha Noi, Thai Nguyen, Vinh Phuc
Deadline to apply: Unlimited
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