Call-Center Manager

Benefits

  • Laptop
  • Insurance
  • Travel
  • Allowances
  • Incentive bonus
  • Healthcare
  • Training Scheme
  • Salary review
  • Seniority Allowance
  • Annual Leave

Job Description

  1. Responsible for handling daily operations of a call center and ensure smooth running of an organization.
  2. Ensure clients receive services timely through phone (inbound/outbound), professional assistance and accurate information in order to retain business and help generate new ones.
  3. Handle the complaints from Client. Co-ordinate inter department to resolve root cause of complaints.
  4. Develop and implement Client care programs to increase Client satisfactory and loyalty.
  5. Have deep knowledge about the Call Center system in order to analysis details and enhance system timely by developing customer interaction and voice response systems, voice networks and designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  6. Meet Call Center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  7. Analyze relevant data to determine Clients service outputs. Identify and implement strategies to improve quality of service, productivity and profitability.
  8. Co-ordinate and manage client service projects and initiatives.
  9. Manage and evaluate staff’s performance. Identify and address staff training and coaching needs.

Job Requirement

  1. Customer focused mindset with proven ability to respond quickly to internal and external needs
  2. Skillful in people management, performance management and personal development, including the ability to coach and mentor teams to achieve required performance levels
  3. Experience of working to KPI targets and service level agreements
  4. Good understanding of relevant policies, processes and practices
  5. Internal and external stakeholder relationship management
  6. Effective decision making with strong problem-solving skills, and situational judgements
  7. Ability to analyse information, and data, and act for improvement
  8. Excellent communication and interpersonal skills
  9. Ability to adapt and support organizational change
  10. Confident in the use of technology with strong ITC skills
  11. Ensure levels of customer service and the quality of output meets required standards through regular monitoring
  12. Ensure a high level of customer satisfaction at all times
  13. Relevant industry qualifications
  14. Minimum 5 - 7 years’ experience in the field of customer care and relationship management out of which at least 03 year in the position of Call Center Manager
  15. Fluent in English is a must

More Information

  • Degree: Bachelor
  • Job type : Permanent
  • Age: Unlimited

People who applied to this job also applied to:

Location

Employment Information

Company Overview

Công ty TNHH Gofingo Vietnam
Công ty TNHH Gofingo Vietnam

102 Nguyễn Xí, Phường 26, Bình Thạnh

Phòng Nhân sự

25-50 staffs

gofingo.com

Gofingo (www.gofingo.com) is a fast and steadily growing international group of companies. Our technological and modern solutions allow us to grow rapidly in the sphere of financial technologies. Our company successfully develops and supports projects in Kazakhstan, Moldova, Ukraine, Russia, Belarus, Lithuania, Latvia, Czech Republic and Poland. Now, the group of companies employs more than... View more

Feedback