Moderation Team Leader

1. Salary and Benefits

• Attractive salary (up to VND 12,000,000) and benefits Lunch Allowance, 13th-month Salary, Additional Bonus, Profit Sharing) and annual salary review;
• Summer vacation (Paid days off and bonus);
• Sick leave; Allowance incentive;
• Paid leave (12 days/year).

2. Working Environment

• We work 5 shifts, amounting to 40 hours per week, arranged by the company;
• Modern hardware, relaxed dress code, Free drinks (coffee, tea, etc.);
• Training and career development opportunities

• Subject Matter Expert to all operations functions (People, Performance, Process);
• Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);
• Set goals for individual and team levels and ensure to achieve targets;
• Manage team scorecard performance and retention goals;
• Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement and demonstrate proactive approaches in any situation;
• Supervise team members about attendance and adherence compliance with organization policy;
• Provide mentoring, coaching, and direction to team members;
• Handle clients' inquiries and provide appropriate solutions and alternatives
• within the time limits to ensure resolution;
• Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;
• Follow communication procedures, guidelines, and policies
• Be able to report on data or team and/or team members' performance, and overall condition/state to immediate supervisor proactively and as needed.

• Has at least 12 months of experience working in the Team Leader position in the BPO sector with a foreign company.
• Proficient in English across all four skills: listening and speaking (working with foreign experts) - reading (fluent in translating both Vietnamese to English and vice versa) - writing (reporting in English). A pre-employment test will be required before starting work.
• Proficient skills with Google platform (Google Sheets, Google Docs, Google Slide) and other platforms;
• Must be open to work on weekends, night shift, and public holidays (including New Year, Lunar New Year, Independence Day, etc.) and render overtime per business need;