[Digital Bank] Contact Center Team Leader
FE CREDIT
Hồ Chí Minh
10 giờ trước
source : CareerBuilder

Mô tả Công việc

  • Manage QC & Trainer
  • Managing the daily running of the contact center
  • Understand and implement plan of customer care services time to time.
  • Have knowledge and ability to operate Omni Channel Contact Center
  • Ensuring all relevant reports are updated and recorded;
  • Being knowledgeable about risks in digital banking transactions and complying with security regulations of the Bank
  • Liaising with supervisors, team leaders, operators and third parties to gather information and resolve issues;
  • Enhance QA / QC monitoring to improve quality, minimize errors and track operative performance;
  • Carrying out need assessment, performance review
  • Setting and meeting performance targets (KPI)
  • Coach, train and develop team members to effectively align team capabilities with current and future needs
  • Coordinating staff recruitment, including need assessment, requirement, and interview
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Have ability to conduct training for staffs on professional knowledge and soft skills
  • Orchestrate and drive the successful and timely completion of technology projects to achieve the business goals, including the identification and resolution of risks and issues, which impact service quality and customer experience.
  • Undertake other tasks assigned by Customer Care Manager
  • Yêu Cầu Công Việc

  • Bachelor Degree, prefer Economics, Banking, Finance
  • At least 05 years’ experience, prefer candidate working in finance-banking industry
  • Deep understanding on how to deliver projects of CC 24 / 7 for Financial Institutions in Vietnam is preferable.
  • Experienced in managing groups from 30-50 operation headcounts
  • Excellent in planning, analyzing, communication & negotiation skills during project
  • Excellent on applying technology to the business requirements
  • Proficiency in computer skills
  • Excellent on leadership
  • Ability to work under high pressure
  • Fluent in Vietnamese, and able to use English as second language.
  • Báo cáo công việc này
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