Head of Call Center Section (Trưởng Bộ Phận)

1. Planning/Budgeting
- Establish and execute section's plan in each period
- Build and perform the customer service applications in IVB system
- Manage and supervise section's plan as assigned
2. Manage and operate overall activities of Call center section
- Implement, supervise Call center agents upon making queries of transactions by phone
- Implement, supervise Call center agents upon receiving and process client’s feedbacks on IVB’s products and services via Call Center communication channels
- Implement, supervise Call center agents upon carrying out on-demand customer care programs by telephone
- Research and propose modern technology which appropriate with banking development trend
- Implement, supervise Call center agents upon advising clients on IVB’s products and services information, account transactions, card transactions information on all channels of the Bank build the programs, plans and solutions in performing works assigned
- Monitor the call quality of Call Center agents.
- Implement, supervise Call center agents upon Marketing IVB’s products and services via telephone
- Prepare report of the implementation in daily/monthly/quarterly/ yearly
- Support Call Center agents and cooperate with related Units to resolve every dedicate/ difficult to customers in time.
- Organise, arrange and monitor the working plan, time to ensure the quantity of Call Center Agent in the peak hour.
- Propose solutions for the remaining on work of Call Center Section.
- Collect and summarise feedbacks, queries, opinions, complaints of customer via received channel of Call Center to report to management for developing product, services.
- Summarise the frequent questions and update the reasonable anwers of Call Center agents to enhance the quanlity and effiency of customer care.
- Implement other assigment from Head of Units.
3. Employee management
- Manage and supervise the employee performance compared with plan, periodically evaluate the performance of employees
- Assist Department Head to assign KPIs to each employee
- Guide, to organize and execute the plans of training and improving working knowledges for employees

13th month salary
,#Health insurance and Social insurance regulated by Vietnam Labor Law
,#Dynamic environment

English, Banking