Customer Service Team Leader - Trưởng Nhóm Dịch Vụ Khách Hàng (Contact Center)

-  Ensure all agents are achieving their daily KPIs in qualitative metrics

-  Monitor scoring KPI statistics

-  Isolate and identify areas of improvement in members' performance

-  Monitor daily reports from the supervisor

-  Provide leadership, guidance, and support to the team members

-  Manage refreshments & training for agents

-  Handle major incidents that cannot be resolved by agents

-  Identify & escalate issues to the related teams when out of the scope of this department

-  Find issues among members related to productivity and problem-solving

-  Accept and process special requests from customers as per SOPs

-  Manage recurring meetings with team(s) to review performance

-  Manage routing and payment method enablement as per available inventory defined by SOPs

-  Ensure all cases are solved within the required timeframe following the company’s SOPs

-  Report fraud to the company’s risk team

-  Report any product error findings to related product/engineering teams​

-  Service time: 11 AM - 11 PM, rotating shift 8 hours/ day, 6 days/ week (1 day off any)

-  1 year minimum supervising/leading a team of 10 or more people in a call center/contact center environment

-  Experience in E-Commerce, Technology is a plus

-  English communication skills

-  Experience in a high-growth organization strongly preferred