SUPERVISOR INBOUND ECOMMERCE (Chat - Email channel)

- Managing an Inbound team comprises of Team leader, TQA, Senior agent, CS agent to monitor team. - Orient and allocate human resource needed to achieve KPIs/ SLA. - Handling escalation cases from customers to ensure due process is adhered properly with highest customer service oriented mindset - Create and propose reports that Manager requests. - Coach, train and monitor Team Leader, TQA, Senior agent on how to manage daily operation and reach the KPIs. - Join training courses as Relia’s client required to handle daily operation. - Provide Activity Report as Team performance report daily, weekly and monthly bases. - Attending Weekly Meeting with Clients to share insights and highlights of operation. - Forecasting the volume of workload daily & peak period and design plans to overcome the backlogs but still maintain good KPIs - Fining the gaps in process and offering the best solutions to maximize capacities and resources for improvement - Coordinate with other teams/ departments to achieve company's business goals

- Minimum 2 years of experience in supervisor role (specialized in Inbound Ecommerce). - Goal better, data-driven, self-motivated leader, can-do attitude, open and supportive mindset - Good at planning and organizing, communication, presentation, negotiation, interpersonal and problem solving. - Work independently and proactively take on new responsibilities where most needed. - Good at data and reports to control backlogs & performance. - Ability to do multitasks and highly adapt to constantly changing environment

- Salary: Negotiate – based on actual ability of candidate - Annual leave 18 days - Annual salary increase - Social insurance, health insurance, unemployment insurance in accordance with the law - Health care (PVI) insurance package. - International, fair and transparency working environment. - The 13th month salary regime - Annual company trip