Tuyển dụng nhân viên

Call Center Supervisor

Job Title: Call Center Supervisor Department: Marketing
Job Level: Supervisor Report to: CMO
Job Type: Full-time Location: HO
Job Scope / Position Summary/ Job Purpose
  • Lead and enhance customer satisfaction.
  • Manage the call center for both customer care and sales support.
Main Responsibilities/ Key Accountabilities
  1. Customer Care & Service
    • Manage the call center resource (data, people, technology), create process, and work with
    learning centers’ customer service people for consistent customer service.
    • Building Customer Care program (loyalty, rewarding, customer communication…) to retain
    • Build and tracking Turn-Around-Time (TAT), Net Promoter Score (NPS) along customer
    • Develop short- and long-term plans and budgets for the sales support & customer care
  2. Sales & Marketing Support
    • Create call scripts and call campaigns management.
    • Discover customer need from all inbound source (call, email, web, social media…)
    • Collaborate with marketing and sales team to optimize conversion.
  3. Measuring & Reporting
    • Develop, implement and monitor systems to measure the performance of call center (TAT)
    and customer satisfaction (NPS).
    • Provide regular reports to the COO and BOM on key marketing goals and metrics.
    • Use and enhance CRM and Call Center as customer service/care technology enabler.
Qualification and Experience Requirement/ Specifications
  • University Degree, BA is a plus.
  • 5+ years in customer care/service with digital interest.
  • Experience in education sector is a strong plus; familiarity with school-based operational structures is strongly preferred.
  • Demonstrated ability to initiate and execute sales support & marketing activities to support a growing multi-site organization.
  • Have know-how of building customer care measurement tool (TAT, NPS, Loyalty)
  • Ability to manage customer satisfaction along customer journey.
  • Experience working with a range of marketing & sales channels, including online & offline.
  • Have strong problem-solving skills and ability to organize and manage deadline.
  • Own excellent customer care skill combining human-touch and logical thinking.
  • Strong teamwork and influencing skills.
  • Integrity, results-oriented and initiative-taking.
  • Excellent communication skills, both English and Vietnamese.


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Call Center Supervisor


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