Supervisor Customer Service (Travel App) - Office Hours - Up To 30M - Career Development

• Ensure all agents, team lead consistently meet daily KPIs, particularly in qualitative metrics.
• Monitor and analyze KPI scoring statistics to assess performance trends.
• Review daily reports submitted by the supervisor to stay updated on operational status.
• Provide leadership, guidance, and hands-on support to team members to enhance service quality.
• Handle major incidents that cannot be resolved at the agent level, ensuring timely escalation and resolution.
• Accept and process special customer requests in accordance with company SOPs.
• Organize and lead recurring team meetings to review performance and drive continuous improvement.
• Manage routing and payment method enablement based on available inventory, following SOP guidelines.
•  Ensure all cases are resolved within the required timeframe and in full compliance with company SOPs.

Yêu cầu ứng viên

• University graduated.
• Excellent command of spoken and written English and Vietnamese
• Manage the Inbound team (Team Leaders, agents) across people, operations, and quality.
• Plan and execute operations: forecasting, rostering, monitoring, briefings, coaching.
• Identify skill gaps and drive prevention/improvement plans.
• Monitor quality and productivity to meet client requirements.
• Handle customer & client escalations; ensure lessons learned and no re-occurrence.
• Train/retrain Flight agents to sustain service levels.
• Drive Service Improvement & Motivation programs.
• Provide performance reports & analysis
• Make decisions on special complaints (e.g., overdue per SLA, bulk cases).
• Develop self and team (training, briefings, continuous updates).
• Ensure participation in Quality Service Management & Assessments; achieve KPIs; follow client business processes; take inbound calls when needed.
• Minimum 3 years in call center/travel/customer support in a quality assurance/improvement role.
•  BPO background; OTA exposure is a plus.
• Experience as Team Lead/Supervisor/Manager; accustomed to managing performance targets 
  and working with 24-hour operations
•  Project management; able to handle multiple concurrent initiatives independently.
• Improve overall service quality and performance of the Contact Center, ensuring services 
  delivered by agents, team leaders, and supervisors meet the Client’s Service Standards

Nice to have:

• Disciplined, highly motivated, and able to motivate/encourage the team.
• Data-driven mindset; critical thinking.
• Reporting & presentation skills.

Quyền lợi được hưởng

• 13th month salary.
• Insurances followed Vietnamese Labor Law.
• Promotion opportunities, salary increase once/year.
• Periodical bonus: twice/year.
• Bonuses, gifts for Holidays.
• Activities: Birthday party, Town Hall, Employee engagement activities.
• Meal allowance, transport allowance & parking fee.