Senior Call Center Supervisor

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
• Provide recruiting and training service to staffs to well equipped knowledge and skill.
• Identifying training needs, planning training sessions and training the CSRs 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 on a monthly basis to management and relevant departments to support the business planning and decision as well as to facilitate continuous improvement in service and efficiency.

• University degree or higher.
• At least 5 years supervisory experience in customer service, call center, contact center related discipline.
• 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.

- 13th month salary + year-end performance bonus
- Premium healthcare plan
- product entitlement & discount

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