Overview
Customer Service Team Lead Jobs in Ho Chi Minh City, Vietnam at Concentrix
Title: Customer Service Team Lead
Company: Concentrix
Location: Ho Chi Minh City, Vietnam
TEAM LEADER, OPERATIONS (CUSTOMER SERVICE)
(Open to Vietnames.e candidates only)
- Location: Quang Trung Software City, District 12, Ho Chi Minh City
- Working Time: 5 days/week, rotating shift (morning, afternoon & night). Rotating duration: Monthly
About the job
Job Description
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
- Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Provide subject matter expertise in handling escalated customer calls as needed.
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Stay current on internal work processes, policies and procedures. Attend required manager development training.
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.
Requirements
- Associate's degree in related field with two to four years of relevant experience preferred
- Highly motivated individuals with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal
- Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
- Ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule
- Good English communication skills
Benefits
- Attractive fixed salary + monthly performance bonuses
- 13th-month salary + 100% salary during probation.
- 14 days of annual leave.
- Health Insurance, Social Insurance + Aon Health Care.
- Career development opportunities in a professional and dynamic environment.
- Opportunity to work with top industry experts and talented colleagues.
- Transparent, trustworthy, and inspiring workplace culture.
- Participation in engagement and well-being activities: Company events, Happy Day,…
