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[Liobank] Customer Care Supervisor

  • Ho Chi Minh (Binh Thanh District)
  • Experienced (Non - Manager)
  • Permanent
  • Bachelor
  • 2 - 3 Years
  • Negotiable
  • Customer Service, Personal and Financial Service Division, Banking
  • 31/03/2023

Job Benefit

  • Insurance
  • Allowances
  • Incentive bonus
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

  • Monitoring the implementation of KPIs
  • Manage meeting, training and follow-up time for representatives on an hourly basis.
  • Collaborate with managers and staff to identify opportunities for improvement of resource utilization and service levels.
  • Provide daily reports to the Manager regarding call volume, trends and planning.
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Assists representatives with answering on customer's requests
  • Monitors the level of knowledge of their wards
  • Initiates additional training
  • Provides control over the implementation of new customer service processes
  • Working with conflict customers

Job Requirement

Experience as a call center operator in the role of a senior shift is desirable;
Correct oral and written language;
Responsibility, diligence, strong organizational skills;
Ability to work with a large amount of information, attention to detail;
Client orientation, politeness, stress resistance.
Bachelor degree
Fluent business English


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