Giám Sát Viên Tổng Đài | Call Center Supervisor

Category

Commercial Division

Open

01/09/2026

Close

31/10/2026 Giam Sat Vien Tong Dai | Call Center Supervisor Job Overview Interview Schedule Working location: SGN

Quantity

1

Salary

Competitive

Required Document

VJC-PD-FRM-12 Form Job Application 1 Coming soon

Job Description

Giam sat nhom

Theo doi tong the hoat dong cua tat ca cac nhom chuc nang, dam bao xu ly chinh xac thong tin tu khach hang, GSA va cac cong ty doi tac (vi du: VZ).

Toi da hoa thoi gian xu ly cuoc goi va nang suat nhom cho:

Cuoc goi den/di Ho tro khach hang kenh non-voice Xu ly thay doi lich bay Dich vu SkyBoss/VIP/CIP/Loyalty/Uu tien

Quan ly lich bay

Trien khai thong bao thay doi lich bay toi khach hang, bao gom phan bo nhan su va su dung cac phan mem lien quan.

Giam sat hieu suat

Theo doi KPI va luu luong cuoc goi hang ngay de dieu chinh quy trinh van hanh khi can thiet.

Dam bao nhan vien tuan thu quy trinh, kien thuc san pham va tieu chuan dich vu.

Xu ly phan hoi khach hang

La diem tiep nhan xu ly cac phan hoi khach hang va giai quyet cac tinh huong trong pham vi quyen han duoc giao.

Bao cao & cai tien quy trinh

Thuc hien bao cao dinh ky, dong gop vao viec xay dung quy trinh, tieu chuan van hanh, ho tro cac sang kien cai tien lien tuc.

Team Supervision

Oversee the overall operations of all functional teams, ensuring accurate handling of information from customers, GSAs, and partner companies (e.g. VZ).

Optimize call handling time and team productivity across

Inbound and outbound calls Non-voice customer support channels Flight schedule change handling SkyBoss / VIP / CIP / Loyalty / Priority services

Flight Schedule Management

Implement flight schedule change notifications to customers, including workforce allocation and effective use of relevant systems and software.

Performance Monitoring

Monitor daily KPIs and call volumes to proactively adjust operational processes when necessary.

Ensure staff compliance with operating procedures, product knowledge, and service quality standards.

Customer Feedback Handling

Act as the focal point for receiving and resolving customer feedback and handling issues within assigned authority.

Reporting & Process Improvement

Prepare periodic reports and contribute to the development of operational processes and standards. Support and participate in continuous improvement initiatives.

Job Requirement

• Trinh do hoc van & kinh nghiem:

Tot nghiep Dai hoc, TOEIC 500+ Co tu 01 - 03 nam kinh nghiem trong linh vuc Cham soc khach hang hoac cac nganh nghe lien quan.

Uu tien ung vien da tung giu vai tro Team Leader / Supervisor

• Thoi gian & hinh thuc lam viec:

San sang lam viec theo mo hinh 24/7, bao gom le, Tet.

Chap nhan lam viec theo ca xoay, co ca dem theo phan cong.

• Nang luc & ky nang:

Co kha nang lam viec da nhiem (Multitasking) Ky nang lam viec nhom tot, phoi hop hieu qua voi cac bo phan lien quan.

Ky nang xu ly tinh huong ra quyet dinh nhanh trong moi truong ap luc cao Ky nang giao tiep, trinh bay va truyen dat thong tin ro rang, mach lac.

Co kha nang thuyet phuc, dam phan va dinh huong khach hang.

Biet su dung va ung dung AI trong cong viec la mot loi the.

Ky nang coaching - mentoring - dao tao tai cho cho nhan vien.

Thanh thao vi tinh van phong (Word, Excel, PowerPoint, Email,...).

• Education & Experience:

Bachelor's degree, TOEIC 500+ From 1 - 3 years of experience in Customer Service or related fields.

Team Leader or Supervisor experience is preferable.

• Working Time & Arrangement:

Willing to work in a 24/7 operation, including public holidays and Tet.

Able to work rotating shifts, including night shifts as assigned.

• Competencies & Skills:

Strong multitasking ability.

Good teamwork skills with effective coordination across related departments.

Strong problem-solving and decision-making skills in high-pressure environments.

Excellent communication, presentation, and information delivery skills; clear and well-structured.

Good persuasion, negotiation, and customer-oriented mindset.

Experience

in using and applying AI tools in daily work is an advantage.

Coaching, mentoring, and on-the-job training skills for staff development.

Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Email, etc.).

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