[DONG HUNG THUAN, QUẬN 12 CŨ] eKYC Operations Specialist

• Manage the day-to-day activities of the Video Call Team, including Video call, post – check, and outbound calling activities.
• Arrange resources (people and facilities) to maximize productivity.
• Analyze call results to ensure service quality and performance.

Duties & Responsibilities

·         Manage the daily activities of the Video Call Team and directly handle video calls in special cases.

·         Exercise approval authority within assigned processes.

·         Provide training and coaching to Video Call Agents.

·         Plan and arrange resources for each working shift to meet customer requirements and the KPIs of the Video Call Team (missed call rate, waiting time, accuracy, etc.).

·         Propose improvements to ensure that service standards are met.

·         Prepare reports for upper management.

·         Knowledge of call center performance evaluation metrics.

·         Knowledge of risk identification and assessment.

·         Excellent communication and interpersonal skills.

·         Excellent organizational and leadership skills.

·         Strong problem-solving abilities.

·         Good teamwork and collaboration skills.

·         Good command of English.

Experience:

·         Proven Experience in call center management operations, experience in phone verification, or fraud assessment in eKYC activities

·         Experience in banking customer service is an advantage.