Outsourcing Jobs

JUNIOR CUSTOMER SERVICE TEAM LEADER (SME)
Project: Enterpise Account HCM
Location: District 12, TP. HCM - Ho Chi Minh
Industry:
Salary: VND Competitive

JUNIOR CUSTOMER SERVICE TEAM LEADER (SME)

 

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and ecommerce; travel and transportation; and energy and public sector clients. Visit www.concentrix.com to learn more.

Job description: 

• Responsible for team mentoring. 

• Keep track of schedule adherence. Providing real time Floor Support to agents taking calls 

• Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge 

• Motivating the team members to achieve targets set by the company taking the key metrics into consideration. 

• knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis. 

• Taking regular sessions briefing mentees on critical issues affecting process as and when directed. 

• Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene. 

• Contributing in offering recommendations for process product improvement to the Delivery Manager. 

• Taking regular pre and post shift huddles discussing high and low pointers. 

• Providing Floor support to agents and providing other assistance as the Backup for the Team Leader

Desire skills: 

• Strong knowledge of Operating Systems (e.g. Current Windows OS) should have knowledge of basic technical issue (no boot, no internet, Wi-Fi connectivity etc.) 

• Knowledge of Telephony/ Devise support Phone, Tablet, Phablet is a pre-requisite 

Essential Skills / Expertise required:- 

• Excellent communication skills Good understanding of system resources and allocation Flexible to work. 

• Open to work in rotating shifts and weekends 

• Ability to work under pressure Target Oriented Team Management Skills Good team mentor 

• Professional work attitude and eager to learn 

• Yellow belt certification would be highly desirable 

• Action Oriented, Integrity and Trust, Perseverance 

• Command Skills, Problem Solving, Drive for results, Standing along and Directing Others 

• Managing & measuring work 

• Ability to handle pressure 

• Problem solving, analytical and data entry mastery 

• Excellent verbal and written communications skills 

• Strong external and management reporting skills

• Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring 

• Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching 

• Ability to communicate and resolve issues that affect Performance Criteria 

• Ability to share operational improvement and take action with other teams 

• Ability to manage projects to improve employee performance 

• Ability to handle escalations from employees on their team

• Ability to escalate issues to their supervisor or other internal departments 

• Ability to lead employees on their team to perform as per the laid out process and procedures 

• Demonstrated language fluency in English.

Education: Any graduate

Working location: District 12, Ho Chi Minh city

Contact: duong.pham@manpower.com.vn