Telesales Team leader

Job Detail
  • Salary: 0 VNĐ - 18.000.000 VNĐ
  • Level: Team Leader | Supervisor
  • Fulltime
  • 21 Applications
  • 1.023 Views
Job description
  • Supervising a dynamic team to support Company’ Client managed services to team members (CS agent) through rostering, monitoring, briefing, coaching, and others.
  • Making strong assurance of cascading updates from Client to CS agents in timely and accurate manner.
  • Taking decision about problems that occurred in the entire program that supports service Contact Center transcosmos’ Client and its analysis.
  • Flagging to Project Supervisor for any abnormalities in operation
  • Rendering best support and sharing best practices to agents for maintain up-to-par standard and work efficiency.
  • Involved in taking inbound calls or digital contacts to support operation
  • Involved in making outbound calls to handle escalation cases 
  • Taking part in improving quality of all units in CRM & CX within agreed development period
  • Making sure all team members are actively involved and work closely to achieve team and individual KPIs.
  • Being responsible for updates product/program into system for customer service (function Employee Support).
  • Provide Activity Report as Team performance report daily, weekly and monthly bases.
  • Attending Weekly Meeting with Clients to share insights and highlights of operation.
  • Attending to ad-hoc tasks as assigned by Superiors or Client.
Job Requirement
  • At least 1 year-experience in leading an in-bound team in Call Center environment
  • Intermediate English level
  • Good at MS Office 
  • Proved ability to do staffing and scheduling
  • Ability to effectively manage cross-functional projects
  • Strong customer-service-oriented mind-set to set tone for team members
  • Ability to do multitasks and highly adapt to constantly changing environment
  • Excellent oral, written and interpersonal communication skill
  • Ability to solve problems quickly and independently while working in a fast-paced environment
  • Ability to provide quick solutions for operational issues
  • Intermediate to advanced reporting skills
  • Moderate ability to identify and analyze data for trends and forecast
  • Above average time management
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