Team Leader Contact Center

Job Desc :

• Monitoring daily activity of digital Center Operation
• Maintain KPI Contact Center (CSAT, FCR, AHT, Etc)
• Quality Monitoring of Agent performance
• Escalation and Ticket solving process
• Analyze performance data, producing regular reports that highlight team achievement, areas for improvement and key performance trends.

Requirement :

1. Min D3
2. Experience as Team Leader at least 2 years of work, preferably a Team Leader for Contact Center within Fraud Operations, Fraud Investigation, Risk Management, Compliance, or related functions
3. Willing to work in shifting schedule
4. Cooperate with implementation of project delivery, monitor team service quality and efficiency and promote the achievement of KPI
5. Fluent in English is a must both speaking and writing
6. Good communication and strong analytical thinking

Skills: Communication Skills, Presentation Skills, Data Analytics