Customer Service Supervisor, Night Shift US Market

Hours of working: 8 hours shift Mon–Fri during customer service hours, Night Shift in Vietnam:
You can choose 1 of the following 2 options: #Night Shift 1: 8:00 PM - 5:00 AM Vietnam Time
or Night Shift 2: 11:00 PM - 8:00 AM Vietnam Time
Note
: During Winter Time in the US ( Daylight Saving Time - starts on the second Sunday in March and ends on the first Sunday in November
), the time frame will be offset by 13 hours (UTC Timezone).
Working Location: CSR’s Office Address: HTP Building, No. 434 Tran Khat Chan, Hai Ba Trung District, Hanoi.
What you will do:
Analyze call center and Live Chat performance data and prepare and interpret associated reports
Contribute to the development of Call/Live Chat Center objectives, standardized processes and associated documentation
Assist in staff evaluations and performance reviews
Analyze both individual and team performance daily to manage overall sales and service levels.
Support in hiring, training, and managing staff including scheduling and payroll
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.
Record agent and team statistics, and prepare reports for Management.
Maintain up-to-date knowledge of industry developments.
Responds to customer inquiries; reviews responses; gathers and researches information; assemble and forward information; verify customer's understanding of information and provides resolution
Set both sales and performance goals for agents.
Assists management with the company’s day-to-day carrier operations activities
Maintains a solid understanding of the current products and services being offered in order to ensure customer satisfaction
Verifies and approves customer and agent orders; handles complaints and provides solutions
Some other duties as required by the Senior Managers/Director.

Attractive Salary.
The professional training programs at the beginning, are about soft skills in customer service, US telecommunications laws, welfare policies and work processes of the US Government.
12 days of annual leave and 11 paid public holidays, pay insurance according to regulations (social insurance, health insurance, unemployment insurance), with exciting company routine activities.
Opportunity to travel and on-site work in the US.
Project bonus and salary review according to the work quality.
Rotation Opportunities to US Headquarters
: Top performers can rotate to our US headquarters for valuable experience and exposure.
100% of Customers are in the US, and the company environment uses and improves English extremely well.

Diploma/Bachelor’s Degree.
5+ years of experience in the management/leadership roles.
Desired qualities include an outgoing personality and an outstanding attendance record.
Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with strong work ethic.
Proficiency in English, basic computer skills, including Outlook, Word, and Excel.
Effective multitasking, prioritization, and time management skills.