- Ensure adherence to policies for attendance, established procedures;
- Development of monitoring and logging systems;
- Monitoring compliance with discipline;
- Maintaining employee’s call records and updating databases;
- Keep management informed on issues and problems;
- Improves quality of results by recommending changes;
- Ensure availability of customer service for all types of requests (calls, chats, letters, etc.);
- Work with CC availability metrics (AWT, AHT, UTZ, OCC, SL and others);
- Analyze planned and actual values for incoming requests to the support line;
- Manage and distribute employees by tasks to meet target indicators;
- Conduct regular reporting in spreadsheets;
- Work in several CRM systems;
- Interact with related departments and teams, collect, analyze and transmit the necessary information;
- Other tasks as assigned by manager.
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Mô tả công việc
Quyền lợi được hưởng
- Monthly social insurance after the 2-month probationary period
- Personal health care insuranceafter 1 year working
- The company organizes general health check-ups for employees;
- 13th month salary bonus at the end of the year after one year working time;
- There is an annual salary increase according to the company policy based on the company's business results
- International working environment.
Yêu cầu công việc
- Have experience in contact center monitoring (bank, telecom);
- Ability to work with formulas, macros and pivot tables in Excel;
- Know and understand contact center metrics and indicators;
- Understand how to work and manage workload and incidents;
- Ability to distribute workload and tasks among team members;
- Ready to work in multitasking mode;
- Have a stable Internet connection.
Công việc tương tự
13 - 50 triệu
25/12/2026
10 - 20 triệu
22/12/2026
20 - 30 triệu
28/12/2026
Thương lượng
28/12/2026
8,1 - 20 triệu
07/12/2026
15 - 30 triệu
01/12/2026
15 - 100 triệu
02/12/2026