Customer Service Supervisor (Giám Sát CSKH, T2-T6)

As a Customer Service Supervisor, you will work from Monday to Friday and you can choose 01 of 03 work time as below:Night Shift 1: 8:00 PM to 5:00 AMNight Shift 2: 11:00 PM to 8:00 AMWith some other tasks:Support in hiring, training, and managing staff including scheduling and payrollContribute to the development of Call/Live Chat Center objectives, standardized processes and associated documentationAnalyze call center and Live Chat performance data and prepare and interpret associated reportsAssist in staff evaluations and performance reviewsSet both sales and performance goals for agents.Monitor the progress and development of agents, and create coaching plans to reach required performance levels utilizing the necessary coaching and step of discipline as needed.Analyze both individual and team performance daily to manage overall sales and service levels.Record agent and team statistics, and prepare reports for Management.Maintain up-to-date knowledge of industry developments.Assists management with the company’s day-to-day carrier operations activitiesResponds to customer inquiries; review responses; gather and research information; assemble and forward information; verify customer's understanding of information and provide resolutionMaintains a solid understanding of the current products and services being offered to ensure customer satisfactionVerifies and approves customer and agent orders; handles complaints and provides solutionsSome other duties as required by the Senior Manager/Director.