General Information                                                                                     

Job Title                       : Pre-due Team Leader

Division                        : Operations

Department                  : Bounce Rate Management (BRM)

Location                        : Ho Chi Minh City

Report to                      : Pre-due Team head

No. of subordinates       : >15

1. Job Summary:

• To provide an excellent monitoring of Team’s activities to ensure Team performance achieve daily/ monthly target.
• To provide an excellent supporting to Line Manager on team’s performance, and Team’s organization.
• To give idea on daily works to direct line manager for process/procedure update /improvement (if any)

2. Key Roles & Responsibilities

1. Manage Pre Due Team’s (60%):

• Supervise the team’s activities to ensure team/ staffs meet Pre-due target
• Ensure daily assignments are done within the specified time: Case allocation (regular and bouncing case), consolidate file/ call status and release report to team on time.
• Hourly generate and update Paid/RF status, productivity report and sent back result to respective staff for further follow up.
• Handle and solve all related queries, requests, and tickets.  Promptly and accurately reply ticket to related departments within TAT requirement.
• Provide an excellent training and monitoring for team and new staff to bring them a soonest catch up on daily work with acceptance service level. Performed phone monitoring and random call audits to ensure TCs meet QA criteria
• Working closely with sub-team to chasing target: working at weekend and staying late to check up productivity/ target requirement after TC’s finished their work (usually 3 days each due and at least 2 Sat/month)

2. Training & Support (30%):

• Calling fewer portfolio ~50 % vs TCs depend on volume. Supporting for TC absent suddenly to ensure team’s daily activities
• Participate and contribute to team meetings, training and quality workshops.

3. Others (10%):

• Perform excellent administrative tasks: data entry, timesheet, team’s equipment management, document arrangement, and maintaining a clean and enjoyable working environment

• Others task which are assigned by Pre-due Team Leader

3. Job Requirements