Mô tả công việc
●Managing an Inbound team comprises of Team Leaders, Trainer, QA and CS agents in all aspects of a call center context.
 |
| |
●Planning
and executing strategically Operation through forecasting,
rostering,monitoring, briefing, coaching, and others.
●Highly
involving in identifying agent gaps and offer prevention planaccordingly
●Responsible
for monitoring CS agents in terms of quality and quantity to
meetoperational requirements from Clients
●Handling
escalation cases from customers to ensure due process is adheredproperly with
highest customer service oriented mindset.
●Handling
and taking full responsibilities for escalation cases from client toensure
lesson/experience learned and no re-occurrence.
●Taking
full credits to train/retrain CS agents to sustain service quality andquantity
at parlevel.
●Following
and making sure all team members are actively involved activitiesService
Improvement and Motivation Program.
●Providing
Performance Reports and analysis such as attendance, achievement,activities
assigned, etc.
●Making
valid decisions on complaints, despite from customers or the client,which
required special treatment, such as complaint are not resolved in aspecified
period in accordance with the Service Level Agreement, bulk cases,and others.
●Developing
personal performance and team members (Team leader and agents) suchas training,
briefings, seeking information latest, and others.
●Monitoring,
make sure all member of team (team leader and agent) activelyinvolved in the
activities of Quality Service Management and Assessments.
●Carry out
all the above activities in accordance KPI.
●Doing the
responsibility and authority in accordance with the businessprocesses.
●Voluntarily
taking inbound calls to support operation, when needed.
Yêu cầu công việc
● Minimum
of 3-yearexperience related to flight.
● Ability
to effectivelymanage cross-functional projects.
● Project
managementexperience, able to work independently on multiple concurrent
initiatives.
●
Demonstratedproblem-solving skills, strategic and analytical capabilities.
● Result-oriented,problem
solver, analytical skill, and customer-focused.
●
Excellent command ofspoken and written English and Vietnamese.
● Minimum
of a bachelordegree in relevant field.
●
Disciplined and highmotivated to motivate and encourage team for improvement.
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