Call Center Senior Supervisor

Department: Client Services
BU/Division: Sun Life Vietnam

Job purpose
The main responsibility of Quality Management Senior Supervisor is to ensure the quality of all inbound and outbound calls which conducted by Call Rep. in professional and correct manner accordance with the set standards and rules

Major accountabilities
Conduct quality control activity by listening a percentage of call recordings and evaluate the quality of call following Quality control rules - 30%
Provide constructive and timely feedback to Call rep. so that they can improve both quality and productivity - 15%
Propose and work with a call center team member/supervisor/manager on corrective actions that need to be implemented for quality and productivity improvement - 20%
Provide reports on call center performance for the operations team and head of CRM - 10%
Organize systematically all knowledge/skill/product - 10%
Planning and work closely with Inbound/Outbound Supervisor/Call center Manager to provide call center staff with training, on the job training, coaching to help them improve their skills. - 15%

Specialized knowledge
- Service oriented mindset
- Master in special knowledge
- Strong problem solving
- Making decision skill
- Ability to work under pressure
- Coaching and training capability
- Good command of PC skill (Excel, Word, Access), team working, English (speaking and writing)

Problem solving
- Realize root cause of problem
- Able to understand or accomplish or deal with task/issue/situation/person
- Able to find the best solution

Education and experience
- University graduate
- Female/Male
- At least 4 years in services including at least 1 year with role Quality Controller
- Have extensive practical experience in customer service settings

Communication scope
- Communicate effective with others
- Establish and cultivate internal business relationship

- Attractive salary
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Good chance to study and develop career path stably

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