Job Description

  • Have thorough knowledge of products, services, can effectively use closing skills, troubleshoot, resolve problems and provide positive customer experience to customer.
  • Managing day to day operations including process escalations, quality checking, and staffing needs - Monitoring team member attendance, leave, discipline, log in/log out, online/offline, break/AWC/training/coaching/meeting/task/lunch/dinner time on daily basis
  • Conducting call performance monitoring to ensure proper scheduling and rostering
  • Being responsible of updating new information, new rules, new products, new features and any other updates/changes to all the relevant automation contents
  • Providing regular and transparent feedback and reportings on Project Management and Workforce Management performance to CE Director
  • Managing closely and daily follow-up System issues in order to provide prompt resolution and BTS
  • Preparing intevally, daily, weekly, and monthly project and WFM reports
  • May participate in special tasks or assignments pertaining to internal events, team building activities, staff motivation activities
  • Being responsible to designing and creating workflows, BRDs, contents for CEC related projects
  • Managing closely and daily follow-up Call Performance in order to provide appropriate staffing levels and back up plan
  • Providing prompt support and guidance to every employees regarding to System access know-how
  • Arranging delivery and completion for feature/product UAT on correct and timely manner
  • Being responsible for CSAT and DSAT scrubbing
  • Ensuring Bots' performance and improvement
  • Being responsible for other duties as assigned by direct management or CE Director
Requirement
  • Education : University Graduated up
  • Languages: Fluent English/Vietnamese communication skill
  • Experience
    •  At least 1 year experience in a similar position
    •  Knowledge of MS Office and Google Suite
    •  Ability to develop and draw flow charts, project plans, reports
    •  Effective verbal and written communication skills
    •  Ability to manage and measure workloads and motivate others
    •  Ability to manage process
    •  Problem solving skills
    •  Project management skills
    •  Ability to organize periodical/irregular training effectively
    •  Ability to work independently on multiple concurrent initiatives
    •  Ability to report properly and promptly + Collaboration with colleagues and related departments
    •  Demonstrate execptional interpersonal communication skills with colleagues and leaders and cross function co-workers
    •  Demonstate organizational skills, multi-tasking skills and follow-up skills
    •  Ability to maintain a positive resillent attitude when dealing with stress, challenging situations, high pressure, changes,... only daily basis
    •  Abiliy to develope and maintain a positive and constructive relationship with team members and cross function colleagues
    •  Ability to maintain high level of productivity and quality
    •  Demonstrate ability to complete works, tasks, assignments, jobs in a timely and consistant manner
Benefit
  • Competitive salary and benefits
  • Attractive 13th month salary and performance bonus
  • Annual performance review for salary raise and promotion
  • Premium private insurance (PTI Insurance) with discount for family members
  • Annual health check
  • 18 days of annual leave
  • Company trips and team buildings
  • Gifts on special accession: individual /company birthday, Tet and Holidays
  • Internal activities, sport and social clubs
  • Opportunity to training both technical and soft skills to develop your career path

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