Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all
aspects of a call center context.
Supervising a dynamic team to support services to team
members through rostering, monitoring, briefing, coaching, and others.
Planning and executing strategically Operation through forecasting, rostering, monitoring,
briefing, coaching, and others.
Taking decision about problems that occurred in the entire program that supports service
Contact Center and its analysis.
Reporting to General Manager/CC Director for any abnormalities in operation
Responsible for monitoring CS agents in terms of quality and quantity to meet operational
requirements from Client.
Handling escalation cases from customers to ensure due process is adhered properly with
highest customer service oriented mindset
Following and making sure all team members are actively involved activities Service
Improvement and Motivation Program
Taking part in improving quality of all units in CX & System within agreed development period
Making sure all team members are actively involved and work closely to achieve team and
Developing personal performance and team members such as training, briefings, seeking
information latest, and others
Monitoring, make sure all member of team actively involved in the activities of Quality Service
Management and Assessments
Doing the responsibility and authority in accordance with the business processes
Provide Activity Report as Team performance report daily, weekly and monthly bases.
Attending Weekly Meeting with Clients to share insights and highlights of operation.
Attending to ad-hoc tasks as assigned by General Manager or Client
1+ year exp in Operation Manager position in Callcenter
Manage team > 60 agents
Good at English
Strong personality and leadership
Experience in managing to performance targets desired
Project management experience, able to work independently on multiple concurrent
Demonstrated problem-solving skills, strategic and analytical capabilities
Intermediate to advanced reporting skills
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