Monitor the real-time dashboard and regularly track service volume, coordinating personnel activities appropriately to ensure positive service metrics across all channels.
Handle operational tasks (flight time changes, ticket adjustments, etc.).
Coordinate staff to manage specialized tasks or unexpected issues: missed call follow-ups, backlog tickets, emails, etc.
Perform QA tasks to assess and implement plans to improve contact center quality.
Handle "hot cases" requiring the intervention or authority of the Team Leader.
Provide training for newbies if assigned by the PM.
Report any arising issues during the shift: service issues, system errors, promotion code problems, etc.
Yêu Cầu Công Việc
Education level: College degree or higher.
At least 6 months to 1 year of experience in a similar position.
Good communication skills in English.
Sharp, independent thinking ability, and a proactive work attitude.
Labor benefits in accordance with the law: social insurance, union, special leave, etc., along with BellSystem24's policies, including teambuilding/travel, Tet bonuses, year-end parties, competitions, partner discounts, and more.
Work in a supportive environment with opportunities for promotion through regular performance reviews.
Receive leadership training and specialized courses to support career advancement.
Develop diverse and valuable professional relationships for your future career path.
Working time: Flexible: 8 hours/day (including a 1-hour break) with 1 day off per week, within the following shifts:
Earliest shift: 06:00 - 14:00
Latest shift: 14:00 - 22:00
Location: No. 8A, Huynh Lan Khanh St., ward 2, Tan Binh District, HCMC.
