Transcosmos Việt Nam ★ 3.4

- 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.