[DONG HUNG THUAN, FORMER DISTRICT 12] eKYC Operations Specialist

Manage the day-to-day activities of the Video Call Team, including Video call, post – check, and outbound calling activities. Arrange resources (people and facilities) to maximize productivity. Analyze call results to ensure service quality and performance. Duties & Responsibilities ·         Manage the daily activities of the Video Call Team and directly handle video calls in special cases. ·         Exercise approval authority within assigned processes. ·         Provide training and coaching to Video Call Agents. ·         Plan and arrange resources for each working shift to meet customer requirements and the KPIs of the Video Call Team (missed call rate, waiting time, accuracy, etc.). ·         Propose improvements to ensure that service standards are met. ·         Prepare reports for upper management. ·         Knowledge of call center performance evaluation metrics. ·         Knowledge of risk identification and assessment. ·         Excellent communication and interpersonal skills. ·         Excellent organizational and leadership skills. ·         Strong problem-solving abilities. ·         Good teamwork and collaboration skills. ·         Good command of English. Experience: ·         Proven Experience in call center management operations, experience in phone verification, or fraud assessment in eKYC activities ·         Experience in banking customer service is an advantage. Industry: Banking Experience: 1 Year Level: Staff Employment type: Permanent employee Location: Hồ Chí Minh