Customer Care Centre Supervisor (Nha Trang)

• In conjunction with Executive Director of Customer Care Centre and Customer Care Centre Management develops budget targets and KPI’s for Customer Care Centre Team Leaders and Representative’s Staff
• Review estimated survey & tour targets and identify areas of improvement.
• Liaise with Executive Director of Customer Care Centre and Customer Care Centre Management and Human Resources regarding recruitment advertisements for Customer Care Centre Representative’s.
• Allocate Alma Resort CRM leads by code or channel, based on company SOP.
• Provide daily weekly and monthly reports on calls package sales qualified tours, sales by channel and or source.  
• Completed Monthly Parole reports, that include staff salary, survey bonuses, package sales bonuses qualified tour bonuses, closed sales commissions also monthly and daily spiff end of month report with supporting documents.  
• Interview, hire and/ or provide ongoing training and motivation for new Customer Care Centre Representative’s staff, in conjunction with the Customer Care Centre Management Team and retention strategy.
• Motivate and support Customer Care Centre Representative’s staff in accordance with directives set from the Customer Care Centre Management Team to deliver qualified prospects to Alma Nha Trang Holiday Ownership presentations.
• Maintain minimum individual and team performance targets as detailed by the Customer Care Centre Management.
• Implement offer and accommodation wide consistency
• Monitor Customer Care Centre Representative staff administrative tasks to ensure procedures remain uniform.
• Contribute ideas for the Customer Care Centre Representative Training Manual as tool to educate Customer Care Centre Representative and update company procedural changes.
• Distribute Customer Care Centre Representative guidelines, responsibilities, role rationale, and performance expectations, to all Customer Care Centre Representative staff.
• Manage a training module checklist for Customer Care Centre Representative, to be completed over the first months of their employment.
• Participate in ongoing training sessions with all Customer Care Centre Representative staff. 
• Ensure team meetings are conducted on a regular basis, with all Customer Care Centre Representative in attendance.

• Basic salary: 15,000,000 + monthly bonuses and commissions
• Insurance: Health Insurance, Social Insurance, Unemployment Insurance
• Annual activities: Birthday, Vacation, etc.
• Training: to participate in basic training courses and improve skills;

• Thorough knowledge of the concepts, practices and procedures of an outbound telemarketing call center;
• Proven customer service skills, sales experience and leadership ability;
• Ability to train agents in lead generation;
• Sound decision-making skills, drive and desire to succeed;
• Ability to work in a fast-paced environment
• Minimum 2 years experience in a Call Center as team management position (outbound);
• Strong people management (developing staff, building and leading teams).
• Fluent in Vietnamese, also English/other languages beneficial as well.