Mô tả công việc – Ensure agent adherence to policies for attendance, established procedures etc.- Help team members reach their highest potential through effective one on one coaching and group training- Administer training programs for existing staff when needed- Work with management on refining and scheduling appropriate training sessions- Develop short training documents that support call center operations- Answer questions from staff and provide guidance and feedback- Manage by walking around. Be visible to answer questions.- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.- Keep staff motivated and engaged- Motivate and encourage agents through positive communication and feedback- Develop contests, awards and themes that increase agents’ loyalty and focus.- Good presentation skills- Produce a quarterly Strategy Presentation outlining your team’s performance, growth and recommendations for additional growth and improvement- Analysis of trends, emerging issues and factors affecting subsidiary performance- Devise and/or recommend ways to optimize procedures- Keep management informed on issues and problems- Prepare monthly/annual results and performance reports- Create a detailed plan of the way in which you plan to impact your team’s day-by-day performance
Kinh nghiệm / Kỹ năng chi tiết – N2 holder, excellent Japanese communication skills (Speaking, Listening, Reading and Writing)- English- Experience in Customer Service roles or any relevant roles is an advantage. – University/Colleges required.- 2 years minimum supervising/leading a team.- Experience in a high-growth organization strongly preferred.- Must be available to work 24/7. Working 5 days, 2 days off per week (depend on the Ops schedule)
Mô tả Loại công việc Nhân viên toàn thời gian Cấp bậc Trưởng nhóm / Giám sát Học vấn Cao đẳng Giới tính Nam / Nữ Ngành nghề Dịch vụ khách hàng , Biên phiên dịch (tiếng Nhật)
Thông tin liên hệ Tên liên hệ: Mr.Vinh 06th FL, QTSC 9 Building, Quang Trung Software City, Tan Chanh Hiep Ward , Quận 12 , Hồ Chí Minh , Viet Nam – Please send your application by online Nhận hồ sơ bằng ngôn ngữ: Tiếng Anh