Tuyển dụng [DONG HUNG THUAN, QUẬN 12 CŨ] eKYC Operations Specialist tại Hồ Chí Minh

Manage the day-to-day activities of the Video Call Team, including Video call, post – check, and outbound calling activities.

Arrange resources (people and facilities) to maximize productivity.

Analyze call results to ensure service quality and performance.

Duties & Responsibilities

• Manage the daily activities of the Video Call Team and directly handle video calls in special cases.
• Exercise approval authority within assigned processes.
• Provide training and coaching to Video Call Agents.
• Plan and arrange resources for each working shift to meet customer requirements and the KPIs of the Video Call Team (missed call rate, waiting time, accuracy, etc.).
• Propose improvements to ensure that service standards are met.
• Prepare reports for upper management.
• Knowledge of call center performance evaluation metrics.
• Knowledge of risk identification and assessment.
• Excellent communication and interpersonal skills.
• Excellent organizational and leadership skills.
• Strong problem-solving abilities.
• Good teamwork and collaboration skills.
• Good command of English.

Experience

• Proven Experience in call center management operations, experience in phone verification, or fraud assessment in eKYC activities
• Experience in banking customer service is an advantage.