Team Leader and Trainer

Key responsibilities

• Directly manage a pod of 12 to 15 Customer Service Associates through the full people lifecycle including onboarding, performance management, coaching, development and offboarding where required
• Own the daily, weekly and monthly performance of the pod against contractual SLAs and KPIs (CSAT, FCR, AHT, QA score, attendance, adherence)
• Conduct daily huddles at the start of each shift covering priorities, program updates, callouts and coaching moments
• Deliver real-time performance coaching on the floor including side-by-side listen-ins, chat monitoring and post-interaction debriefs
• Deliver structured new hire training for incoming CSAs including systems, product knowledge, brand voice, escalation protocols and client-specific workflows
• Deliver refresher training and policy update sessions on a scheduled cadence and ad hoc as new client requirements land
• Design and maintain training materials including knowledge base articles, quick reference guides, escalation matrices and workflow diagrams
• Handle Tier 1 escalations from CSAs including customer escalation calls, complex retention conversations and high-severity complaints
• Perform Root Cause Analysis (RCA) on recurring customer issues, QA misses and SLA breaches, presenting findings to Operations Manager and client stakeholders
• Conduct weekly one-on-one meetings with each direct report covering performance, development, career pathing and wellbeing
• Author and deliver Performance Improvement Plans (PIPs) for underperforming CSAs in coordination with HR and Operations Manager
• Support recognition programs including Employee of the Month nominations, quarterly incentive contests and peer-nominated awards
• Coordinate closely with QA Analysts on calibration, scorecard trends and coaching priorities for the pod
• Coordinate closely with WFM on scheduling, shift bidding, leave planning and real-time adherence management
• Coordinate closely with MIS on daily and weekly reporting, ad hoc data pulls and trend analysis for the pod
• Represent the pod in client-facing meetings including weekly performance reviews, monthly QBRs and quarterly executive reviews as required
• Author and maintain daily End-of-Shift reports covering volume, SLA attainment, incidents, escalations and coaching actions
• Support surge planning and peak season execution including Tet coverage, cross-training, overtime coordination and pod rebalancing
• Onboard and mentor new Team Leaders as the operation grows, contributing to the Corpshore Vietnam internal leadership pipeline
• Uphold Corpshore Vietnam cultural standards including professionalism, integrity, meritocracy and continuous improvement mindset
• Escalate people risks, wellness concerns and cultural issues to HR and Operations Manager promptly
• Own the pod's contribution to client CSAT, retention and satisfaction, positioning Corpshore Vietnam for scope expansion

Required qualifications

• At least 2 years of Team Leader experience in a BPO or contact centre environment leading a team of 10 or more CSAs
• At least 1 year of documented training delivery experience including new hire and refresher training for contact centre teams
• Bilingual fluency in English (C1 or higher CEFR) and Vietnamese (native) with the ability to coach and deliver training in both languages
• Bachelor's degree in Business, Communication, Education, Psychology, Human Resources, IT or a related field
• Demonstrated track record of leading pods to meet or exceed CSAT, FCR, AHT, QA and adherence targets
• Strong coaching ability with documented improvement in CSA performance under previous leadership
• Experience conducting one-on-ones, delivering performance feedback, authoring PIPs and handling terminations
• Experience with contact centre technology stack (dialers, CRM, workforce management platforms, quality monitoring tools)
• Familiarity with contact centre metrics and how to influence them through coaching, scheduling and process changes
• Ability to work rotating shifts including nights, weekends and Vietnamese and international holidays as required
• Willingness to work fully onsite at the assigned Corpshore Vietnam delivery centre
• Legal right to work in Vietnam and valid Vietnamese ID (CCCD) or valid work permit for pre-employment requirements

Preferred qualifications

• Prior experience as a Senior Team Leader, Assistant Operations Manager or equivalent multi-team leadership role
• Prior training design experience including SCORM-compliant e-learning module creation or LMS platform administration
• COPC-certified Coordinator or Trainer certification
• Six Sigma Yellow or Green Belt certification
• HDI Team Leader, HDI Support Center Manager or ICMI certification
• Kirkpatrick or ADDIE model training design experience
• Prior experience training on multiple client programs across different verticals
• Prior experience supporting global clients (US, UK, Australia, Japan, Korea) and understanding cross-cultural nuances
• Prior experience with quality calibration, workforce management or MIS reporting workflows
• Prior escalation experience with high-value customer accounts and executive escalations
• IELTS 7.0+, TOEIC 850+, TOEFL iBT 100+ or equivalent English certification