Customer Service Supervisor

Minimum 3 years in call center/travel/customer support in a quality assurance/improvement role.
BPO background; OTA exposure is a plus.
Project management; able to handle multiple concurrent initiatives independently.
Experience as Team Lead/Supervisor/Manager; accustomed to managing performance targets and working with 24- hour operations.
Improve overall service quality and performance of the Contact Center, ensuring services delivered by agents, team leaders, and supervisors meet the Client’s Service Standards.

Excellent command of spoken and written English and Vietnamese
Identify skill gaps and drive prevention/improvement plans.
Plan and execute operations: forecasting, rostering, monitoring, briefings, coaching.
Handle customer & client escalations; ensure lessons learned and no re- occurrence.
Monitor quality and productivity to meet client requirements.
Develop self and team (training, briefings, continuous updates).
Train/retrain Flight agents to sustain service levels.
Ensure participation in Quality Service Management & Assessments; achieve KPIs; follow client business processes; take inbound calls when needed.
Provide performance reports & analysis
Drive Service Improvement & Motivation programs.
University graduated.
Make decisions on special complaints (e.g., overdue per SLA, bulk cases).
Manage the Inbound team (Team Leaders, agents) across people, operations, and quality.

Nice to have:

Reporting & presentation skills.
Disciplined, highly motivated, and able to motivate/encourage the team.
Data- driven mindset; critical thinking.

Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2025-09-19 07:30:03