Darius Tran Email & Phone Number

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries.IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.

Transcosmos provides overall IT outsourcing services such as Call Center Services, Business Process Outsourcing Services, and Digital Marketing Services either as standalone solution or as combined services to its corporate clients to optimize their marketing efficiencies, to expand sales and gain new customers in E-Commerce business, and to improve operational efficiency and reduce clients operational cost for back office and information system operations.Key Responsibilities: - Set up call center projects with clear WBS to track specific steps and milestones and ensure the projects to deliver and go live on time.- Manage a large-scale team with the headcount of up to 300 employees for an outbound FMCG project. - Develop company systems for customer interaction and voice response and control the implementation process.- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.- prepare annual budget after estimating necessities, correct overspending, analyze cost variance and scheduling expenses.- Establish a high standard for productivity, quality, customer service as well as define user guidelines.- Summarize, collect and analyze call center trends and data for regular performance reports.- Aid human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.- Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.

Vietnam

DiCentral Corporation is a top-tier service provider company in SAAS (Software as a service). The headquarter is located in Houston, Texas, USA and has its affiliated offices in Canada, China, Hong Kong, Vietnam and many more. It delivers fully integrated business systems with Microsoft's business solutions such as CRM, ERP and its business solutions such as DMS, EDI, SCM, WMS to reduce costs, better connect with customers and suppliers, meet industry requirements, and make wiser, more profitable business decisions. Moreover, DiCentral also provides software development, system integration, and software testing with its next-generation solutions of the most advanced technology in a faster time to market for your applications and curtail your software testing cost.Key Responsibilities:+ Team size: 20 members.- Assess the team member's strengths & weaknesses and provide leadership to the team in exploring the alternative solutions and determining what improvements can be made. - Review requirements and delegate tasks to team members.- Oversee and manage the daily operation of the Call Center to provide an excellent service level to the distributor's organization.- Set and implement performance targets, policies, procedures, and key performance indicators (KPIs) according to department objectives.- Manage inbound/outbound calls and emails to ensure smooth operations and delivery to customers; provide everyday management and support to Center staff.- Develop plans & strategies to attract more customers and make the team improve steadily.- Support HR to recruit and evaluate the staff performances. - Report to the head department manager in great detail monthly. - Co-coordinate local teams with global teams for cross-nation projects, internal system platforms, and process. - Train new employees to ensure basic knowledge & expertise for the job requirement.

Vietnam

- Communicate with the customers via email and phone call to complete the EDI setup.- Test with transactions will be required (if applicable) to make sure the clients will transfer smoothly through EDI. Transactions are the documents used to communicate between the customers and buyers such as Purchase Orders, Invoices, etc.- Supervise and instruct newbies to move forward the right steps and procedures.- Report monthly to the team leader about the newbie's performance.- Create an inspiring team environment with an open communication culture.- Discover training needs and provide coaching.- Listen to team members’ feedback and resolve any issues or conflicts.- Encourage creativity and risk-taking.

Bachelor'S Degree, International Business/Trade/Commerce

Management And Leadership Mindset Program