Location: Quang Trung Software City (Công viên phần mềm Quang Trung), To Ky, District 12, HCMC, will relocate office to client site in District 7 from June 2025
Time working: Rotating shift (24/7), 5days/week.
What you'll do:
Manage team in general
Training knowledge base, support agents real time at floor ensure smooth running of day-to-day operations and the continuous achievement of operational SLAs and targets through hands-on management of the team.
QA QC manage key insights, follow up team's performance/KPIs
Responsible for team mentoring.
Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
Knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
Contributing in offering recommendations for process product improvement to the Delivery Manager.
