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 Client managed 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 company’s Client 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 Clients
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 individual KPIs
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 defined by company’ Client
Provide Activity Report as Team performance report daily, weekly and monthly bases.
Phone: 039 863 1329
Address: 19 Hồ Văn Huê quận Phú Nhuận
Position Operation manager
Experience • At least 3 year-experience in leading an in-bound team in Call Center environment. • 2 years experienced with Supervisor position or above. • Experience in managing to performance targets desired
CAREER TODAY GROUP
Address: Tòa nhà CareerToday
Số 19 Hồ Văn Huê, P. 12, Q. Phú Nhuận, Tp. HCM
Hotline: 0906 900 719
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