Job description:

- You will be reporting to Workforce Management Supervisor and monitoring contact data to report trends and forecasting at individual, team and country level as well as providing feedback to the management team
- Evaluating the performance based on the reports to have prompt actions to improve the quality of the agents, and the teams
- Working closely with Process excellent team to review the process and productivity in order to ensure optimised workflow across teams
Participating in customer listening programs to identify customer needs and expectations

Requirements:
- 2-3 years in any contact center, e-commerce experience is a plus
- Excellent verbal, written and interpersonal communication skills in both English and Vietnamese
- Outstanding customer service skills and dedication to providing exceptional customer care
- Ability to use excel and sql to extract, analyze data and prepare reports

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