Phúc Lợi

Mô tả công việc

1. Team Management:

Being the person who is in charged of some teams ( Hotline, Telesale, Happy Call) in Call Center, as "Lead Team Inbound"
Being the person who works directly with the supervisor of vendor to guarantee KPIs about quantity & quality.
Deploy the requirements of the management to other teams exactly & specificly
Record problems arising from teams and offer solutions or ask consultation from leader (if necessary).
Check the operation process of the teams & raise proposal to make adjustment ( if necessary)

2. KPI Management Team Inbound:

Control and monitor Call Center respond ratio during the day and make necessary, timely adjustments
Control agents coordination to achieve KPI by each time frame
Control customer satisfaction points, call quality realtime based on the system
Implement assigned reports
Check operation, KPIs monthly & report monthly to Call management

3. Training Planning

Discuss & follow with vendor about recruitment inquiry.
Support training team to build suitable training content & plan
Coordinate with training team in making effective program, ideas for improving training quality.

University degree of Social & Science, Education or English major or related major to the job
At least 1 year of experience in Customer Service, Call center, Agency Admin/Support
Advanced MS Word, MS Excel and MS Power point is a plus
Demonstrated ability to handle multiple tasks
Proficient in English, especially listening & speaking is the advantage
A willingness to learn continuosly and to adapt to new conditions
Strong communication skills with people of all levels and team managing skills
Positive attitude and focus on customer service

Job tags: Customer Service Staff Call Center