Customer Service Team Lead (Night Shift)

Work location: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, HCMC
Work hour: Mon – Fri, Night shift (9PM – 6AM). This position requires direct client interaction within the US, with working hours aligned to US time zone.
Responsibilities:
Monitor Customer Service team performance, establish targets, and provide constructive feedback to assist team members in achieving their objectives.
Ensure team members comply with quality standards and meet performance metrics.
Offer guidance, direction, and leadership to team members, ensuring a clear understanding of roles and responsibilities.
Identify training needs, arrange training opportunities, and support team members in enhancing their skills and knowledge.
Act as the primary point of contact for clients regarding team service quality and management matters. Address and resolve team-related issues and proactively escalate issues to higher management when necessary.
Generate reports and metrics on team performance and management for direct management‘s review.
Participate in the interview and recruitment processes for the team and contribute to the training of new team members.
Perform other ad-hoc tasks as assigned by management.

Possess at least 3-4 years of experience in Customer Service.
Hold at least 1 year of experience in team management roles.
Experience in BPO or call centers is an advantage.
Demonstrate excellent English communication skills (both written and verbal) to facilitate training and maintain regular communication/reporting with the client’s team.
Show a strong willingness to continuously learn and adapt to changing conditions.
Display a strong sense of urgency and excels at multitasking in a dynamic environment..