Customer Service Team Leader [MBB-08]

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Directly responsible for a Call Center team or a function within customer service, the team leader acts as a
  • Escalation point
  • Performance and quality driver
  • Process designer
  • Improvement and change manager.
  • Implement new and innovate existing customer service processes
  • Help develop training plan for new CSRs and maintain continuous training for existing CSRs
  • Assist CSR’s in exceeding customer expectations through excellent customer ser-vice
  • Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs
  • Provide regular, transparent feedback and reporting on CSR performance to the CSM
  • Continuously improve the performance of your team
Requirements
  • Proficiency in English and Vietnamese.
  • Least 1 years of experience in Call Center team leader role
  • Track record of high performance and team improvement
  • Identify call center’s performance gaps and provide solution through root cause analysis and problem solving
  • Technical expertise and ability to implement and test contact center hardware and systems
  • Ability to operate multi-platform customer contact systems
  • Work independently and proactively take on new responsibilities where most needed
  • Good at data and report to control backlogs & performance

Send resume and cover letter to: job@matbao.com referencing “[MBB-08]_NAME”. Deadline: 10/06/2017

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